Finance – V12 Customer Internal Complaints Procedure
We aim to provide you as the customer with the highest standards of service. However, there may be occasions when we do not get it right or fail to meet your expectations. If this happens we encourage you to speak to us so that we can put matters right.
We would like:
To receive your complaint to understand your concerns.
To resolve your complaint as quickly as possible.
To make sure you are satisfied with how we have handled the complaint.
Your initial concerns should be sent in writing to:
1 Terracina Court
You may also contact us on: 01392 219 600
If we cannot resolve your complaint straight away, then we will:
Send you a written acknowledgement within five working days of receiving your complaint.
Send you a written update after two weeks.
Send you a full written update detailing where we are after four weeks.
If we have been still unable to resolve the matter within eight weeks we will write to you again, with either a final response letter detailing our findings, or if we are unable to provide a final response, a letter detailing why we are not in a position to provide a final response.
In the unlikely event you are still dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman Service. This should be done within six months of the date of our final response, complaint forms are available to download or complete online.
Financial Ombudsman Service
Telephone: 0800 023 4567
Mon-Fri 8am – 8pm
Sat 8am – 1pm
You must complete the internal complaints procedure before commencing dealings with the Financial Ombudsman Service.
If you have any questions, please call or email the shop and we will be happy to help. Your consumer statutory rights are not affected by any of the above.