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We’re sorry you have been dissatisfied with our service. Our aim is to provide you with the highest level of service. However, if there are any occasions on which our service did not meet your expectations, please do not hesitate to contact us.
This document sets out how we respond to your complaints about our services and products. How to Complain
We accept complaints via a number of means and will deal with your complaint as efficiently as we can. You can send your complaint by either writing to us at the service@XXXX or send your complaint to the below address: XXXX
XXXX Handling Your Complaint
We aim our best to resolve your complaint by the end of the third business day after the day we receive it (excluding weekends). If we cannot resolve it by end of the third business day, we shall send you an acknowledgement of your complaint.
We aim to resolve all complaints within eight weeks. After investigating your complaint, we will send you a final writing response and advise you whether we have upheld the complaint or not.
Where we have upheld your complaint, we shall highlight to you how we will resolve your dissatisfaction. If you agree to the resolution, then we will consider the complaint closed. If we did not uphold your complaint, then we shall advise you accordingly of the reason and how we reached this outcome.
If you are dissatisfied with the outcome of the complaint, then you can escalate your dissatisfaction to the Financial Ombudsman Services (FOS). The details of the FOS are available below.
Where we cannot resolve your complaint within the prescribed eight weeks, we shall advise when we shall be able to resolve the complaint and provide you with a copy of the FOS explanatory leaflet which will provide you with enough information, should you want to refer your dissatisfaction to the FOS directly. We will write to you again once we have completed our investigation and advise you of the outcome.The Financial Ombudsman Service
Tel: 0845 080 1800 or 0300 123 9123*
*Calls charged at no more than 5p per minute for BT customers (other networks may vary).
In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.