Complaints Process

How long will it take?

Day 1 of complaint:

Our aim is to resolve your complaint straight away. However, if we don’t we will follow the process as outlined below:

Day 3 of complaint received:

If we haven’t resolved your complaint within 3 working days, we will write to you:

• Acknowledging your complaint
• With details of our complaints process
• Tell you who is dealing with your complaint

Day 14 of complaint received:

In most cases, we will resolve your complaint within 2 weeks. If this does not happen we will contact you and update you. We will keep you informed on a regular basis until your complaint is resolved.

Day 28 of complaint received:

If we have not resolved your complaint at the end of 4 weeks, we will write explaining why and indicate when we will make further contact.

Day 56 of complaint received:

In the unlikely event we can’t reach an agreement with you by the end of 8 weeks, we will either send you a ‘Final Response’ letter, which explains our final position, or a letter giving you reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

We will also tell you about your rights to have an independent review.

What if you’re not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

If you’re not satisfied by how we have resolved your complaint, please let us know and your case can be reviewed at a higher level within the company.

What happens if we can’t reach agreement?

Promise Solutions is a member of the Financial Ombudsman Service and if we can’t reach an agreement with you, we will send you a ‘Final Response’ letter. This clearly sets out the company’s position regarding your complaint and allows you to contact the Financial Ombudsman Service to request them to review your case.

The Financial Ombudsman Service acts independently of the company and provides a free service as an impartial adjudicator. The Ombudsman can deal with complaints about most types of finance business from most types of customer. Before you take this step, its worthwhile checking that your complaint can be handled by the Ombudsman.

There are certain types of complaint and customer they cannot deal with, including the following:

• A mistake that has not caused financial loss, material inconvenience or material distress
• Matters that have been (or are being) dealt with by a court
• Where the complaint is from a business which has an annual turnover in excess of £1 million
• Where the complaint is from a charity which has an annual turnover in excess of £1 million
• Where the complaint is from a trustee of a trust where the net asset value is in excess of £1 million

If you wish to ask the Financial Ombudsman Service to review your complaint you must do this within 6 months of the date of the company’s ‘Final Response’ letter.

The address to write to is:
The Financial Ombudsman Service,
Exchange Tower,
London.
E14 9SR.

Telephone: 0300 123 9123
Email: Complaint.info@financial-ombudsman.org.uk