Our customers’ views are important to us and help us to ensure our products and service are consistently meeting our customers’ needs. If you are unhappy with any of our services it is important that you let us know.
Often people feel more comfortable about suggesting improvements rather than complaining formally. Please feel free to do so by contacting us here.
However, if you are considering making a compliant, we want to inform you how to so that you can make us aware that you’re unhappy and we can have the opportunity to try and put matters right and improve our service in future.
You can reach us on the phone during business hours Monday to Friday, 9am to 5pm, by calling 01278 764400 – you will be asked to put your complaint in writing so that we can treat it with the utmost priority. Outside of these hours, our answering service will record a message. What might be more convenient is to send an e-mail in the first instance to firstname.lastname@example.org.
We will confirm receipt of your complaint one working day later, highlighting which member of our team will be responsible for handling your complaint. To provide assurance as to how seriously we treat each complaint, a director of the business will be assigned to oversee your problem through to resolution.
We will look to resolve your complaint as soon as possible but our overall aim for any issue to be resolved is within ONE MONTH.
If we can’t agree a resolution in this time and your complaint relates to our Finance offering, we will write to you explaining the reasons for the delay and an update on the next steps.
Our intention is always to resolve any finance deal complaint internally, however, if after receiving our final decision or 8 weeks have passed, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of our final letter:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4 567