Complaints
We are dedicated to providing you with exceptional service and addressing any concerns you may have. We have a well-defined process for handling customer complaints and are committed to resolving them promptly and fairly.Our goal is to be responsive to your needs and ensure that all customers are treated fairly and ethically. We conduct thorough and impartial investigations into all complaints, taking into account all relevant factors.
If you are dissatisfied with our service, we encourage you to let us know about your concerns.
How to Submit a Complaint:
To file a complaint, please contact us using the following methods:
– Use the form on our contact page to make the complaint
– Postal Address: 20 Pool Street, Walsall, WS1 2EN
Information Needed for Complaints:
To assist us in investigating your complaint, please provide the following details:
– Your Name
– Your Address
– Your Email
– Your Contact Number
– Full details of your concern
If your complaint involves a product or service provided by a third party, we will forward the complaint to the relevant party and inform you in writing, providing their contact information.
Complaint Handling Process:
Our Complaints Manager will acknowledge all written complaints in writing within three business days of receiving them.
We aim to resolve complaints promptly, but in some cases, further investigation may be necessary. We will keep you informed of the progress within four weeks of receiving your initial complaint.
We are committed to providing you with a final response within eight weeks of receiving your complaint. If you confirm your satisfaction with the investigation’s findings and outcome, the complaint will be considered closed. If we do not receive confirmation from you within eight weeks, the complaint will also be considered closed.
Unresolved Complaints:
If you are not satisfied with our final response or if we have not provided a response within eight weeks, you have the following options:
- Request a Formal Review: You can request a formal review by writing to our Complaints Manager at the address mentioned above.
- Contact the Financial Ombudsman Service (FOS): After eight weeks from the complaint submission or if you are dissatisfied with our final response, you can contact the Financial Ombudsman Service (FOS).
– Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
– Telephone: 0800 023 4567 or 0300 123 9123
– Email: [email protected]
– Website: www.financial–ombudsman.org.uk
You have up to six months from the date of our final response to contact the Financial Ombudsman Service (FOS).
If your complaint relates to the handling of your data, you may also contact The Information Commissioner’s Office.
We are fully committed to cooperating with the Financial Ombudsman Service (FOS) and The Information Commissioner’s Office in managing all customer complaints.
Please note that the information provided on this page is subject to change. It is advisable to review this page periodically for any updates.
