COMPLAINTS RESOLUTION POLICY
Our commitment is to promptly and effectively address any concerns you may have. While we strive to resolve complaints within three business days from the receipt of your complaint, some matters may require additional time for thorough investigation. In such cases, the following procedure will be followed:
Acknowledgment of Complaint
Upon receipt of your complaint, we will promptly acknowledge it in writing, assuring you that your concerns are being addressed. This acknowledgment will also include a copy of our complaints resolution procedure.
Throughout the investigation process, we will keep you informed of the progress of your complaint. Regular updates will be provided to ensure transparency and keep you abreast of any developments.
We commit to providing you with a comprehensive and conclusive response within a maximum period of 8 weeks from the date of receiving your complaint. This final response will outline our findings, the actions taken, and any remedial measures implemented.
Referral to Financial Ombudsman Service (FOS)
If, for any reason, you remain dissatisfied with our final response, you have the right to refer the complaint to the Financial Ombudsman Service (FOS) within 6 months of receiving our final response. We will include a copy of the FOS explanatory leaflet.
For more information about the Financial Ombudsman Service (FOS), you can visit their official website at www.financial-ombudsman.org.uk.
Our objective is to provide you with a fair and efficient resolution to your complaint, and we appreciate your patience and cooperation throughout the process. Your feedback is valuable to us, and we are dedicated to continually improving our services based on your experiences.
For complaints, call us on 0800930043, email to [email protected] or visit one of our branches.