If you have any concerns about our service, we want to hear from you. Your feedback is crucial in helping us improve and address any issues. Despite our commitment to delivering top-quality products and service, we acknowledge that there may be times when we don’t meet expectations.
Here’s how we handle complaints:
Easy Reporting: You can report any dissatisfaction with our products or services through the following channels:
Prompt Attention: We aim to resolve issues immediately, but if that’s not possible, we’ll acknowledge your complaint within 5 business days, informing you of:
Regular Updates: If your complaint is complex and requires more time, we’ll keep you informed regularly. You can always contact us for updates.
Resolution Timeline: We strive to resolve all complaints promptly. However, if a resolution isn’t reached within 8 weeks, particularly for complaints related to our credit brokerage service, we will:
Escalation to Financial Ombudsman Service (FOS): If we’re unable to agree on a resolution within 8 weeks, or if you’re dissatisfied with our final decision, you may have the right to refer your complaint to the FOS. This needs to be done within six months from the date of our final response. The FOS can be contacted at:
Our goal is to handle all complaints internally, especially those related to credit brokerage, and ensure you are satisfied with the outcome.