If you feel we have let you down we really want to hear about it so we can put things right and to help us do better next time.
If you feel we’ve let you down…
Whilst the work we do for you does not fall under any particular regulation, we are part of an FCA authorised company and we set ourselves a really high bar for customer service and for achieving great consumer outcomes. For that reason, our complaints procedure has been designed in line with the very high standards set by the FCA for Financial Services organisations and we want to explain that here for you now.
Talk to us
If you are unhappy with the service you have received, please let us know. Tell us how you’re feeling and where we went wrong and we can get to work fixing it for you and for the other people we are helping. You can let us know using any of the following means:
- Call us on 0800 061 2172
- Email us at firstname.lastname@example.org
- Write to us at ReachOut, Grosvenor House, Prospect Hill, Redditch, B97 4DL
As soon as we know you aren’t happy, whoever receives your message or call will try to resolve the issue straight away. If we can, and you accept the outcome we give you, we will write to you to summarise what’s been agreed and get on with fixing the problem.
If we can’t quickly find a solution, we’ll take it away and investigate what happened, what we did and what, if anything, we could have done better. We will write to you to manage your expectations and we will look to resolve the issue as quickly as we can.
If, for some reason, it takes a bit longer to resolve your complaint, we will always write to you every 4 weeks to keep you updated. But rest assured our aim is answer any complaints within 2 weeks.
As soon as we have an answer, someone will call you to explain and we will follow up with a letter to explain:
- Our understanding of the issue
- Our investigation
- Our decision / outcome
- The reasons for our decision
- What we have done to rectify the situation
- Any redress or compensation we are offering
- Your rights and next steps
And if you’re still unhappy
Where you can go next will depend on who passed us your details in the first place. We will be sure to explain your options in our calls and letters so that you are never left feeling like you haven’t been heard or have nowhere to go.
Occasionally we might not be able to solve an issue because it is outside of our control, but we promise to always listen and explain your options clearly.