If a customer is not satisfied with any aspect of our service, they can make a complaint in the following ways:
We aim to resolve the complaint straightway, and most complaints are resolved by the close of the next business day. However, if we have not been able to resolve a complaint within 3 business days, we will contact the customer to explain:
In most cases, complaints are dealt with within one week. We will contact the customer regularly until the complaint has been resolved.
If the customer is not satisfied with our action or explanation, the staff dealing with the complaint will be happy to discuss their concerns further.
If the customer is not happy with our action or explanation, they can ask for the complaint to be reviewed by a Manager. Our Operations Director will review the complaint fully and will aim to give a full response within 1 week. If the investigation is likely to take longer, we will keep the customer fully informed of progress.
Our aim is to resolve all complaints internally. However, if we cannot reach agreement with the customer we will send them a 'final response' letter. This letter will clearly set out our position in relation to the complaint. Further, we will inform the customer of their right to refer the complaint to the Financial Ombudsman Service and details of how to contact the service.