We always try to do everything we can to make sure you receive the best possible service. In the unfortunate event if you are not entirely satisfied, we would be grateful for an opportunity to put things right. We would love to hear from you as soon as possible so we can rectify the situation and improve our service. We take complaints very seriously and shall treat every expression of dissatisfaction from our clients as a complaint.
This document sets out how we respond to your complaints about our services.
We accept complaints via a number of means and will deal with your complaint as quickly and efficiently as possible. You can send your complaint by either emailing firstname.lastname@example.org or posting your complaint to the below trading address:
28 Baddow Road, Chelmsford, Essex, CM2 0DG
If you would like to discuss your complaint you may contact our compliance team by calling them on 01245 975 700. Please note that our team is available from 8.30am to 5pm Monday to Friday.
We aim to do our best to resolve your complaint by the end of the third business day after the day we receive it (excluding weekends). If we do, we shall send you a summary resolution communication to confirm that we have resolved your complaint and outline how to refer it to the Financial Ombudsman Services (FOS) if you are a micro enterprise, small business or a guarantor, and are dissatisfied with the resolution.
If we cannot resolve it by end of the third business day, we shall send you an acknowledgement by close of business to keep you informed of the measures being taken in respect to your complaint resolution.
We aim to resolve all complaints within four weeks. After investigating your complaint, we will send you a final written response and advise you whether we have upheld the complaint or not.
Where we have upheld your complaint, we shall highlight to you how we will resolve the situation. If you agree to the action we propose, then we will consider your complaint closed. If we did not uphold your complaint, then we shall advise you accordingly of the reason and how we reached this conclusion.
If you are a micro enterprise as defined by the FOS (less than 2 million euros annual turnover and fewer than 10 employees), a small business (with an annual turnover of less than £6.5 million and employing less than 50 people OR your balance sheet is less than £5 million), a guarantor guaranteeing a business loan and you are dissatisfied with the outcome of your complaint, you can escalate your dissatisfaction to the FOS. The details of the FOS are available below.
Where we cannot resolve your complaint within four weeks, we shall advise when we shall be able to resolve the complaint. If you are eligible, we will provide you with a copy of the FOS explanatory leaflet, which will provide you with enough information, should you want to refer your complaint to the FOS directly. We will write to you again once we have completed our investigation and advise you of the outcome.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel: 0800 023 4567 or 0300 123 9123*
In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.