Complaints Procedure
How we handle customer concerns
Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we understand that we may not get things right. If this happens, please let us know.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint without delay
- Provide you with the right outcome to your complaint
How and where to complain
If you are not satisfied with any aspect of our service or products you can contact us in the following ways:
In person – Call into our office at the address shown below.
We are open Monday – Friday, 9:00 – 17:00
In writing – Write to us at the following address and address your letter to Connor Jones:
Conservandsave Ltd
Unit 3 Sterling Park
Tame Valley Industrial Estate
Tamworth, Staff B77 5DQ
Tel. 0121 285 4505
By telephone – Call us on 0800 862 0749 during office hours and ask for the Customer Services Department.
By email – admin@conservandsave.co.uk
How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned through thorough investigation.
Please see timeframes below:
- If we are able to resolve a complaint within 3 business days, we will issue a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
- If a complaint cannot be resolved within 3 business days, we will issue an acknowledgement letter within 5 business days along with a copy of our complaints procedure.
- We will advise the complainant on each communication when they can expect to hear from us next.
- If after 4 weeks we are not in a position to resolve a complaint, we will issue a 4-week holding letter explaining the delay.
- We aim to resolve complaints within 8 weeks as a maximum timeframe.
- If we cannot resolve a complaint within 8 weeks, we will remind complainants of their right to refer the complaint to the Financial Ombudsman Service.
- All complaints received and resolved will be recorded to identify trends and improve our services.
- If a third party is solely responsible, we will refer the complaint within 5 business days and notify the customer.
- If a third party is jointly responsible, we will refer the complaint within 5 business days and investigate the aspects relating to us.
If we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks, we will:
- Send you a letter explaining the reason for the delay and when we expect to provide our final response
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service website at www.financial-ombudsman.org.uk