We strive to provide all of our customers with a high degree of service. However, should you find that you are unhappy with the service you have received from us, then please get in touch, and we’ll be happy to do our best to help put things right. As a company, we feel it’s essential that complaints be dealt with and resolved as soon as possible to ensure the complete satisfaction of all our customers.
Do you have a complaint?
If you have a complaint about any aspect of service you have received from us, then please get in touch so that we can resolve the problem.
You can contact us via email at: email@example.com
Via telephone on: 0203 475 4080
Alternatively, by writing to us at: Suite 1, The Harley Building, 77 New Cavendish St, London, United Kingdom, W1W 6XB.
In order for us to deal with your complaint as quickly and efficiently as possible, we ask you to provide the following information along with your complaint:
- Your full name, address and contact telephone number
- Your email address and mobile phone number you used on your application (if applicable)
- The full details of your complaint
Our complaints team will then acknowledge your complaint within five business days of us receiving your complaint. Our team will then investigate your complaint and attempt to resolve the issue, issuing a final outcome within four weeks of us receiving your complaint.
If for any reason we fail to meet this deadline, we will be in touch to let you know why the issue hasn’t been resolved and when we expect it will be. If, however, after eight weeks we have not been able to solve the problem, we will follow up with you in writing, detailing the following:
- The reason for the delay
- When we will be able to provide an outcome for you
- Details of your right to make a complaint to the Financial Ombudsman Service
The Financial Ombudsman Service
If you are not satisfied with the outcome of your complaint, then you have the right to make a claim to the Financial Ombudsman Service (FOS). In order for you to do this, you must ensure that you contact the FOS within six months of our final response to your complaint.
You may write to the FOS at: The Financial Ombudsman Service, Exchange Service, London, E14 9SR.
Contact them via telephone on: 0800 023 4567
Alternatively, via email at: firstname.lastname@example.org