Complaints procedure

Consumer Savings Network is committed to dealing with any complaints you may have about our service. We welcome all feedback, and we also aim to learn from our mistakes, using the information we gain to improve our services.

How to make a complaint

You can make a complaint by either writing or speaking to us using our contact details:

Consumer Savings Network
Complaints Team
3 Slaters Court
Knutsford
Cheshire WA16 6BW

Tel: 01565 817124
Email: complaints@consumersavingsnetwork.co.uk

What you should include in your complaint

Remember to state your name, address and telephone number (and email, if applicable) and whether you are acting on behalf of someone else. Briefly describe what your complaint is about, stating relevant dates and times, if applicable.

Dealing with your complaint

Our team will attempt to provide an early resolution within 3 working days and will issue a written summary resolution detailing the outcome if applicable. If we are unable to reach an early resolution, we will promptly acknowledge receipt of your complaint and conduct an objective review of your concerns.

Within four weeks of receiving a complaint we can either:

• Issue a final response which adequately addresses the complaint; or
• Issue 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.

Within eight weeks of receiving a complaint we will either:

• Issue a final response which adequately addresses the complaint; or
• Issue a response which:
  1. Explains why we are still not able to issue a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
  2. Informs you that you may escalate the complaint within 6 months to the Financial Ombudsman Service. Please refer to their contact details below.

We will let you know what we have found in keeping with your preferred method of communication; this could be by letter or email. 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.

Referring to the Financial Ombudsman Service

If you are not satisfied with our response, or a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service within 6 months of the date of our final response letter, by contacting them using the following details:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567
Web: financial-ombudsman.org.uk

Time limits

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 three years after you become aware (or reasonably aware) you had a cause for complaint. There may be instances where we waive the requirement at our discretion. We will confirm to you in writing if a complaint has been made outside of the time limits that we are prepared to consider.