We appreciate that sometimes things go wrong and that you may wish to make a complaint. If you do, then this document explains how to reach us and what to expect.
We take every complaint seriously, no matter how small, because complaints mean that we have not satisfied your expectations.
You can call us on the office number at the top of the page and speak to any member of staff or you can email us. If you contact us on a Friday or over a weekend, we may not see your complaint until the next working day.
Once we have received your initial complaint, your account manager will call you and go through the details of your complaint over the phone. If they can resolve the problem, then will try to do so, certainly within three days. If your complaint is about your account manager, someone else will contact you.
Some complaints take slightly longer to resolve and may need to be investigated, such as recorded calls listened to you or contact with a third party made. If this is the case your complaint will be escalated to our dedicated complaint handler. They will send you an acknowledgment by post or by email and will point out the next steps.
Escalated complaints are dealt with as quickly as possible but most certainly within the regulatory timeframes we have to work to, which is 8 weeks. However, we aim to send you our Final Response as soon as possible, which explains how we investigated your complaint, the evidence we considered and our decision.
If, after you have received the Final Response, you are not happy with the way in which we handled your complaint, you can refer your complaint to the Financial Ombudsman within six months. Their details are below:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0300 123 9 123 or 0800 023 4567.
They’re available between 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.
Email: complaint.info@financial-ombudsman.org.uk
Visit: www.financial-ombudsman.org.uk/consumer/complaints.htm
Tel: 01706 716440. Email: contactus@debtcorrect.hubsolv.com