Customer Complaints Handling Process
As a customer of our company, you have the right to expect the best possible service and support, so we set ourselves high standards and try to provide the service you have the right to expect.
Even though we provide ourselves on fantastic customer service, things can go wrong and we would rather be told about the occasional difficulty than leave a customer dissatisfied. If you feel that we have fallen short of our standards in any aspect of our business, you should follow our Internal Complaints Handling Process as detailed below.
Most problems can be resolved by communicating with the staff directly responsible for handling your agreement or product. They will do their best to address the problem to your satisfaction. It is our experience that most difficulties can be resolved at this stage. Please contact us on firstname.lastname@example.org.
If your problem is not resolved to your satisfaction in our initial communications with you, we will commence a formal investigation process. We will write to you to acknowledge your complaint, and let you know who will carry out the investigation. We will carry out a full investigation and aim to get a response to you within four weeks of your complaint.
We will aim to send you a Final Response within eight weeks of your original complaint.
If we are unable to issue this response within this timescale we will write to you explaining why.
If you are not satisfied with the response you have received, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer your complaint outside the time limits.
The Financial Ombudsman Service
Websites: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm and http://www.financial-ombudsman.org.uk
Telephone: 0800 023 4 567 FREE
Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone
Telephone: 0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs