Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during the course of verbal communication. Where any customer expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.
Complaints will be resolved within 1 business days upon receipt. We will also provide the customer with a ‘Summary Resolution Communication’ once the complaint has been resolved.
Complaints are initially made to the customer service team, and can be done via telephone on a local telephone number (basic rate). Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged, and referred to the nominated complaints handler in accordance with the complaint handling process.
Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to the nominated complaints handler. Customers are provided with FOS details (including the website) and a leaflet on raising a complaint to FOS should they wish to do so. We are required to complete a complaints return twice a year containing all complaints data.
The following complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.
There are a number of different ways that you can contact us and you can choose from the following:
Contact our customer services team by telephone on 0333 5779890 . Lines are open between 9.00am and 5.00pm Monday to Friday (excluding bank holidays). Calls are charged at standard rates for your phone provider.
Or by writing to us at:
Bailiffhelpnow, Building A, South Court, Sharston Road, Manchester, M22 4SN.
If you are contacting us in writing or via email please remember to let us know your name, your contact details, some details about your complaint and how we can help put things right.
Financial Ombudsman Service
Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service, which can be contacted as follows:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Data Protection Complaints
If you have a complaint regarding data management and you are not happy with our response, you can refer your complaint to the information commissioners office at:
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or Telephone 01625545745