We try to provide you with the best service we can, so if things go wrong we want to hear from you and we will do all we can to put things right.
If, after we have investigated your complaint we find that we have made an error, we will sort things out immediately and will also tell you clearly what we have done to correct the problem.
If we do not agree with your complaint, we will tell you and explain why. We may on occasion agree with part of your complaint and again we will explain why.
How we deal with complaints:
We will acknowledge your complaint and try to resolve your concerns straightaway, but if we haven’t resolved the matter to your satisfaction within 3 business days from receipt of your complaint, or where we need more time to investigate, we will keep you updated and let you know if we need any further information from you.
We will send you a Final Response as soon as we can and always within eight weeks. In the unlikely event that we have not been able to fully address the issue after eight weeks we will explain the reason and tell you the options available to you.
How to contact us about a complaint:
These are the ways that you can raise an issue with us:
- By e-mail to: firstname.lastname@example.org
- By post to MYJAR, Unit 22426, Po Box 7169, Poole, BH15 9EL
Financial ombudsman service:
We will always try to resolve a complaint to your full satisfaction. If you are not happy with the Final Response that we provide, you have the right to have your complaint independently reviewed by the Financial Ombudsman Service within 6 months of the date of receiving our Final Response. You can contact the Financial Ombudsman using the details below:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone Number: 080 0023 4567 or 030 0123 9123
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm
Online dispute resolution platform:
The European Commission has set up an online service to help customers who have a complaint about goods or services purchased on-line from firms in the European Union. If you have a complaint and have not been able to get it resolved, and you applied online, you can complain through the online dispute resolution (ODR) platform.