We strive to provide you with the best customer service but in an event, things go wrong and you are unsatisfied with the service, please feel free to contact us to get the matter resolved. You can contact us via email on firstname.lastname@example.org or call us on 0208 616 2204 to let us know what we can help you with. What you'll need to tell us so that we can help you:
• Your personal details,
• What's gone wrong and
• What you want us to do to put things right.
We'll be in touch with you as soon as we can and let you know what will happen next. We'll try to resolve your complaint within 3 working days of receipt – if we’re unable to do so, we will write to you acknowledging that we have received your complaint and the following steps that will be taken. For more complex matters, we may need more time to look into what’s happened and we may ask you for further information to help us reach a favorable outcome. We will provide you with regular updates and hope you can be patient with us. Once we have dealt with your complaint, we will review your case to see what we can do to improve our services in the future.
If you are unhappy with the outcome, UK Residents can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. In any event, you have the right to ask the FOS to review your complaint if we’ve been unable to resolve it within 8 weeks. The FOS can help UK residents with most complaints if you are:
- A business employing fewer than 10 persons that has an annual turnover that doesn't exceed €2 million
The Financial Ombudsman Service
- If you are unsure whether the FOS will consider your complaint, please contact them directly for advice. The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights. The contact details for the FOS are:
South Quay Plaza
183 Marsh Wall
Their phone numbers are +44 (0)300 123 9123 or +44 (0)800 023 4567. You can send an email to: email@example.com