Complaints Procedure
Complaints Procedure
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels.
In the first instance, please direct your complaint to:
We want you to be completely happy with the service we provide and are committed to listening to your feedback and resolving any issues wherever we can.
Please tell us of your concerns by contacting us via:
Telephone – 01646 651255
Email – steve@wplewisandson.co.uk
If you wish to complain our aim will be to resolve your complaint as quickly as possible.
To help us do this, please provide the following:
Your name and address.
Registration number of your vehicle.
Details of your concern.
A phone number and the best time to contact you, as we may need to contact you for further information.
If your complaint or dissatisfaction is in relation to a regulated Finance or General Insurance product, you can contact below:
ITC Compliance Ltd,
3 Monarch Court
Emersons Green
Bristol
BS16 7FH
Telephone: 0117 440 3700
Email: complaints@itccompliance.co.uk
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123.