How we deal with Complaints

We want to hear from you…

We hope that you receive a high quality service whenever you contact us to make an enquiry, request a service, or to ask for advice and information; but if this is not the case we want you to let us know so that we can improve for the future.

Our Complaints Process:

Informal:

If you speak to us about your complaint we will try to resolve it on the spot.

• We will confirm with you what the problem is and how you would like it to be resolved.
• We will try to solve the problem.
• We will check to see if you are happy with the resolution.

Formal - Stage 1:

If your complaint needs more investigation, or we receive it in writing.

A manager will look into your complaint and send you a response within 10 working days - or a holding letter telling you when to expect a response.

Formal - Stage 2:

If you are unhappy with our response at Stage 1:

• A Director of the Company will review how your complaint was handled.
• You will receive a response within 15 working days - or a holding letter telling you when to expect a response.

Formal - Stage 3:

If you are unhappy with the response at Stage 2.

Ombudsman:

If all the stages of our complaints process have been followed and you are still unhappy with our response, you have the right to refer this dispute to the Financial Ombudsman Service, South Quay Plaza 183 Marsh Wall London E14 9SR. Details of the Ombudsman can be found on their website. www.financial-ombudsman.org.uk