Complaints
Procedure
It is our aim to provide a
very high standard of service to every client. It is important to us
that all complaints are resolved as quickly as possible and to the
complete satisfaction of our clients. This procedure explains how we
will deal with any complaints. It also tells you what you can do if you
think your complaint has not been resolved to your
satisfaction.
If you have a
complaint
If you have a complaint about
any aspect of our service then we would like to hear from you. You can
contact us by telephone, email or in writing and your complaint will be
resolved in the shortest possible time by the appropriate
person.
To register a complaint contact us
by:
To
help us to investigate and resolve your concerns as quickly as possible
please provide the following
information:
- Your full name and contact
information
- Full details of your
complaint
- Your lease agreement
details
- Details of what you would like us to do to
put things right
- Photocopies of any relevant
paperwork
What we will do if
we receive a complaint from you
We will
try to resolve your complaint immediately; however, sometimes, this may
not be possible. In the unlikely event that we are not able to resolve
your complaint by the end of the next business day, we will keep you
informed of the progress of our investigations and provide our final
response in writing with details of our findings any actions
undertaken.
Financial Ombudsman
Service
If you have a regulated contract
with us and are not satisfied with our final response you are eligible
to refer the matter to the Financial Ombudsman Service. You must do this
within six months of our final response. When we send you our final
response we will also provide you with a copy of the Financial Ombudsman
Service’s explanatory leaflet (for more information please
see here).
More
questions?
If you have any questions in
relation to our Complaints Handling Procedure, please contact us
contact us by: