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Complaints

Complaints procedure - consumer leaflet

This example internal complaints procedure leaflet can be sent to eligible complainants when issuing them with an acknowledgement letter. The response times are based on FCA requirements. If you don’t have a leaflet already, you may find this of use to adapt for your firm.

To download this leaflet in Word format for own-branding follow the link on the right-hand side or below.

Our commitment to you


At [Company Name] each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

[Company Name] Complaints Procedure


1) We will acknowledge your complaint promptly.
 
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update. 
 
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

TEST
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