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We aim to provide you as the customer with the highest standards of service. However
there may be occasions when we do not get it right, or fail to meet your expectations.
If this happens we encourage you to speak to us so that we can put matters right.
We would like:
- To receive your complaint to understand your concerns.
- To resolve your complaint as quickly as possible.
- To make sure you are satisfied with how we have handled the complaint.
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| Your initial concerns should be sent in writing to: |
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Customer Services Manager
Clode Retail Finance
20 Neptune Court
Vanguard Way
Cardiff CF24 5PJ
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You may also contact our Customer Service team on 02920 468 901 if you prefer.
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If we cannot resolve your complaint straight away, then we will:
- Send you a written acknowledgement within five working days of receiving your complaint.
- Contact you by phone within two weeks.
- Send you a written update after two weeks.
- Contact you by phone between two and four weeks.
- Send you a full written update detailing where we are after four weeks.
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If we have been still unable to resolve the matter after eight weeks we will write to you again,with either a final response letter detailing our findings, or if we
are unable to provide a final response, a letter detailing why we are not in a position
to provide a final response.
In the unlikely event you are still dissatisfied, you
are entitled to refer your complaint to the Financial Ombudsman and we will provide
details of how to do so. This should be done straight away, but must be within six
months of the date of our final response. You must complete the internal complaints
procedure before commencing dealings with the Ombudsman.
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