We take all complaints we receive seriously and will handle any complaint promptly and fairly.
If you make a complaint, we will:
Full details of our complaints procedure are available on request. We will record and analyse your comments to make sure we continually improve the service we offer. If at any time you have a complaint about the services that we provide for you, then you should contact:
The Managing Director
Oakhurst House, 77 Mount Ephraim,
Tunbridge Wells, Kent, TN4 8BS
Tel: +44 (0)345 111 0670
We will attempt to resolve your complaint immediately, but if this is not possible, we promise to acknowledge your complaint within 5 business days of receipt. Within 8 weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.
If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will iaise with us on your behalf. This must be done within 6 months of our final response letter. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.
Their address is:
The Financial Ombudsman Service (FOS)
Tel: 0800 023 4567 (if calling from a landline) or 0300 123 9 123 (if calling from a mobile)
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