Complaints Procedure
Whilst our goal is to give an excellent and fair service to all of our clients, we do recognise that occasionally things can go wrong. In the unlikely event that dissatisfaction occurs, we will make every effort to resolve your complaint swiftly and efficiently.
What our complaints procedure covers
Our complaints procedure covers complaints about any aspect of our service that you are unhappy with, be it the manner in which we have dealt with your Creditors, the information we have provided to you or any other aspect of our dealings on your behalf.
How to make a complaint
Most complaints seem to arise from a lack of understanding of a subject or client’s requirements, or clear explanation of a specific topic. If you feel you are unhappy with a product or service we have provided, you should in the first instance discuss the situation with your Account Administrator who will be only too happy to help. Should your Account Administrator be unable to provide a solution, the matter will be referred to our Client Services Manager who will investigate your complaint with the aim of resolving it by the end of the next working day.
How we will action your complaint
As a company that values your business, we take all complaints very seriously. We may need to contact you for further information in order to better understand your position. Once all information has been considered we will write to you with a response to your complaint.
Should the matter not be resolved by the end of the next working day, we will acknowledge your complaint in writing within 5 working days of receipt. Your complaint will be investigated by a senior manager and the outcome communicated to you in writing within 4 weeks. If for any reason we are unable to complete within 4 weeks, we will write to you again explaining why and give you an approximate time frame.
What if I’m still not happy?
If we have not advised you of our decision within 8 weeks of receiving your complaint or you are not satisfied with our final decision regarding your complaint, you can refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent organisation, set up by Parliament to sort out individual complaints that consumers and financial businesses haven't been able to resolve between themselves. Further information about the Ombudsman’s role in resolving complaints can be obtained from http://www.financial-ombudsman.org.uk