Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. You should address your written complaints to: ‘The Complaints Department’, Your PPI Refund, 20-22 Wenlock Road, London, England, N1 7GU ,any email complaints to: firstname.lastname@example.org.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business, together with a copy of this Complaints Handling Procedure. Wherever possible, the person dealing with your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within eight weeks of receiving a complaint we will send you either:
A Final Response Letter which adequately addresses the complaint (including contact details for the Financial Ombudsman Service should you wish to make a complaint to them); or
A response which:
Explains why we are still not in a position to make a Final Response, giving reasons for the further delay and indicating when we expect to be able to provide a Final Response to you.
Informs you that you may refer the handling of your complaint to the Financial Ombudsman Service if you are dissatisfied with the response we have provided you, as well as the timeframe for doing so and full contact details for them.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Financial Ombudsman Service (FOS)
Harbour Exchange Square
Telephone: 0800 023 4 567
Any complaint must be referred to the Financial Ombudsman within six months of the date of our written Final Response Letter.