OUR COMMITMENT TO OUR CLIENTS
It is our aim to give excellent service to all our clients,however we recognise that things can occasionally go wrong. If you are unhappy with the service that you have received we are committed to investigating your concerns and providing a fair and prompt response..
WHAT TO DO IF YOU ARE DISSATISFIED
To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given please email fill out our form here alternatively write to us at:
Unit 4 Fairhills Trade Centre
HOW WE WILL HANDLE YOUR COMPLAINT
We aim to resolve all complaints in a fair and timely manner. We will acknowledge your complaint in writing within 5 business days of receipt and inform you who is handling your complaint, we will also enclose a copy of our complaints procedure. As necessary, we will review all the documentation and information available to us to carry out a thorough and objective investigation. In some instances, we may need to ask you for further information or to provide authority for us to contact third parties.
Once an assessment and full investigation of your concerns has been made, we will provide you with a written response to confirm our decision. We will endeavor to do this within 4 weeks of receipt. However, if we have been unable to complete our investigation within 4 weeks of receipt we will then write and provide you with an update. Our intended maximum response period for our final written response is 8 weeks from receipt and should we believe that you have suffered financial loss caused by our handling of your affairs, we may, at our discretion, offer you financial redress or some other means of restitution.
We would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to the Financial Ombudsman Service, in writing to Financial Ombudsman Service,Exchange Tower, London, E14 9SR.