We are committed to responding promptly and fairly to any complaints or expressions of dissatisfaction from our customers. Below you will find details of our internal customer complaints procedures, including time frames in which we will respond to any issues that you raise.
Our aim is always to satisfactorily resolve any complaint at the earliest opportunity, so please help us by following the guidelines. We keep records of all complaints that we receive, they provide us with valuable feedback, telling us how we can improve our services
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Our aim is to provide a satisfactory solution as speedily as possible. We will endeavour to sort out the problem there and then. In some cases, further investigation may be required, therefore we will let you know that we have received your complaint and we are treating it with the upmost importance. This will state our understanding of the nature of your concerns and how we are investigating it.
We aim to provide our final response to your compliant within 8 weeks. We will keep in touch to update you if we have encountered any issues that may delay our response.
If after 8 weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. In this case after 8 weeks you will be in your right to refer your complaint to an ombudsman service or to the BVRLA, we will explain this process and provide you with the necessary details. Alternatively, you may still choose to wait until we are in a position to provide our final response.
Our final response will detail the results of our investigation into your complaint and will state whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. Considering we take into account the individuals’ circumstances of each case investigated, where appropriate we may make an offer of redress. This will not always involve financial redress and simply may involve an apology. Our aim is to treat all customers consistently and fairly and therefore have strict processes in place to allow us to do so.
Our final response will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you deals of any right of referral you may have to an ombudsman services, arbitration scheme or dispute resolution scheme. If you would like to take a look at the consumer leaflet for the Financial Ombudsman in advance please follow this link: Financial Ombudsman Services.