Complaints Handling Procedure

Our goal is to give excellent service to all of our clients but we recognize that things do go wrong occasionally. We take all complaints seriously and aim to resolve all of our client’s problems promptly

1 Complaints may be made in writing, by email, by telephone or in any other form with respect to the claims management services we have provided that are regulated under the Financial Conduct Authority. Our contact details are: Consumer Savings Network ltd, 3 Slaters Court, Knutsford, WA16 6BW. Telephone 01565 817124. Email: [email protected]

2 We reserve the right to decline to consider a complaint if it is made more than six years from the date of transaction or more than 3 years after you became aware or reasonably aware you had a cause for compliant. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limits that we are prepared to consider.

3 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. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

4 Within four weeks of receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you

5 With eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:
i 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; and
ii informs you that you may escalate your complaint within 6 months to the Financial Ombudsman Service. Please refer to their contact details in section 7.

6 Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

7  If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint the the Financial Ombudsman Service within six months of the date of our final response letter. Their details are:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR

Tel: 0800 023 4567

Further information is available on their website:

www.financial-ombudsman.org.uk

Consumer Savings Network is a claims management company. You do not need to use a claims management company to make your complaint to your bank. If your complaint is not successful you can refer to the financial ombudsman service for free.