Putting You First
We aim to offer you the best possible service, but there may be times when you feel that we haven’t met with your expectations and have a cause for complaint.
We will always do our best to resolve any complaint you may have but if you are unhappy, in the first instance please call us on 01902 585020 and we can address your complaint. You can also write, fax, email or visit us with details of your complaint.
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 are still not happy with our decision, each customer also has the right to make their complaint to the Financial Ombudsman Service. They can consider complaints about a wide range of financial matters. They are completely impartial and their service is free to consumers. They aim to resolve the majority of complaints within 6 – 9 months. A customer does not have to accept any decision they make, they are always free to go to court instead. But if they accept an Ombudsman decision, it is binding on both them and the business concerned.
You can contact the Financial Ombudsman on the following:
| Monday to Friday | 8am to 5.30pm |
| Saturday | 9am to 1pm |
| Telephone Number: | 0800 023 4567 |
| Website: | financial-ombudsman.org.uk |
| email: | complaint.info@financial-ombudsman.org.uk |
| Postal Address | The Financial Ombudsman Service, Exchange Tower, London, E14 9SR |