I would like to make a complaint, who do I contact?
If you are at any time dissatisfied with our service and wish to make a complaint, please put your complaint in writing via post or by e-mail. The details are listed below. We hope to
resolve any issues at the earliest opportunity.
Where can I contact you?
3 Epsom High Street
Acknowledging your Complaint
If your complaint cannot be resolved within 72 hours following its receipt, we will promptly send you a written acknowledgement of your complaint.
If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
Reviewing your Complaint
Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation. We will take into account any documents and/or information you may provide in relation to your complaint.
Keeping you Informed
If your complaint cannot be resolved within 72 hours following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint. We will undertake a thorough and timely investigation of your complaint. However, in the event that we are unable to conclude our enquiries within 56 days, we will write to you and let you know when we expect to be in a position to issue our Final Response letter. We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service(FOS). TheFOScanbecontactedasfollows:
Financial Ombudsman Service Exchange Tower
Telephone: 0845 080 1800
Resolving your Complaint
When we have finalised our investigation into your complaint, we will issue our Final Response letter.
Our Final Response letter will:
Be fair , clear and not misleading;
Confirm details of our investigation and decision; and
if relevant, include any offer of remedial action or the appropriate level of redress (or both).
And any next steps
If you’re unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes. If you decide to refer your complaint after we’ve issued our Final Response, you should do so within 6 months of the date on our Final Response letter.
Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints where:
we haven’t had the chance to put things right
we haven’t exceeded the 56-day timescale and haven’t yet issued our Final Response letter
If your complaint can be resolved within 72 hours, 3 working days, we will send you a Summary Resolution Communication Letter to advise you how we have resolved the complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint.