We are sorry that we have not met your expectations and that you are unhappy with some aspect of our service.
By making a complaint you are giving us the opportunity to investigate and improve our service for you and other customers.
If you find yourself dissatisfied with any of our services, please contact us in the first instance on the details below and we will do our best to resolve the complaint.
Our preferred method of correspondence is by email as this ensures that there are no delays in our responses and that there are no misunderstandings which can occur when information is provided verbally. Correct advice and transparency are fundamental parts of the Financial Conduct Authority (FCA)’s Treating Customers Fairly and Consumer Duty policies and this method ensures that we have a clear paper trail of all correspondence.
What information do you need to make a complaint?
Please provide us with the following information:
Your full name, address, and registration number
Details of your complaint
Copies of any correspondence or documents relating to your complaint.
How you wish us to resolve the complaint
FINANCE and INSURANCE COMPLAINTS:
We value all our customers and aim to provide a first-class service at all times, including complaints handling. Our complaints handling process for finance complaints which is regulated by the Financial Conduct Authority (UK) is detailed below.
All complaints received are treated with confidentiality and in accordance with the requirement of data protection legislation. We will always strive to investigate and resolve your complaint promptly and fairly and as a minimum, we will ensure that we:
- Acknowledge your complaint in writing within 5 working days of receipt.
- Investigate your complaint fully and impartially obtaining all information as necessary.
- Within 4 weeks we will write to you with either an interim or final response confirming either the progress of our investigation detailing the reasons for delay, or our response.
Our Final Response Letter will set out our final view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint. In both circumstances, we shall provide a full explanation of how we have reached a decision.
If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to:
For more information please visit www.financial-ombudsman.org.uk