This document sets out the policy for the handling and resolution of customer complaints.
Listening to our customers
Your views are important to us. We are committed to providing you with a first-class service and as far as possible effectively resolving any issues you may have.
Even with the best of intentions we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service please let us know as soon as possible.
We will investigate and where necessary, set about putting things right as quickly as possible. We will also take steps to avoid similar problems happening in the future.
Step1. Contact us, we are here to help.
Please call the office on 0208 551 1060 or email UK.firstname.lastname@example.org
We have a dedicated help desk who will try to resolve your complaint.
Our response process – we will:
Step 2. If you are not satisfied with the response to your complaint
We always aim to resolve your concerns in the first instance. If you consider that our response to your complaint does not fully address your issues, please let us know and your complaint will be raised to the Operations Manager or Broker Manager who will conduct a full investigation.
However, if you find you are still not completely satisfied with our final response then you can contact an independent body.