We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the service we have provided to you, you can make a complaint.
To make a complaint, please contact us using the information provided below. We will then review your complaint and provide you with our response. If you are not satisfied with the response we have provided, you can escalate the complaint to the Financial Ombudsman Service for a final decision.
How to make a complaint
If you wish to make a complaint about our service, you can do so:
By emailing us at: enquiries@ppi-refunds.co.uk
By calling us on: 01254 936446
By post to: Suite 16f. The Beehive, Lions Drive, Blackburn, BB1 2QS
Information to provide when making a complaint
We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:
- Your name;
- A description of why you are dissatisfied;
- What you would like us to do to put things right; and
- A phone number and email address that we can reach you on.
What happens after making a complaint?
Shortly after receiving your complaint, we will send you an acknowledgement letter, letting you know that we’ve received the complaint and that we are looking into it. You should usually receive this within 5 working days. We will also let you know when you should receive our response, which will be within 8-weeks from the date you made your complaint.
Our response
Before we respond to your complaint, our complaint handler will investigate the circumstances surrounding your complaint and which led to it being made. They will look at why you have made your complaint and investigate what might have gone wrong. We will then seek to keep you updated on the progress of your complaint up to the time when you receive our response. Then, within 8 weeks from the date of your complaint, our complaint handler will send you either:
- A final response addressing the complaint and outlining your right to appeal to
- A written response which explains why we are not in a position to make our final response, giving reasons for the further delay, indicating when we expect to be able to provide our final response.
Within our final response, we will either:
- Accept the complaint and, where appropriate, offer redress or remedial action;
- Offer redress or remedial action without accepting the complaint; or
- Reject the complaint and gives reasons for doing so.
Right to Complain to the Financial Ombudsman Service
If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Financial Ombudsman Service.
Complaints may be made in writing, online, by telephone or any other form to
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Website : www.financial-ombudsman.org.uk/
Telephone : 0800 023 4567
Opening hours : 8am to 8pm, Monday-Friday and 9am to 1pm on Saturdays.