If you are not satisfied with any product or service you have received from us we would like the chance to put it right.
How to contact us regarding your complaint
When you contact us please provide as much relevant information as possible, including your member number, the nature of your complaint and what you would like us to do to resolve the matter.
You can complain:
In Person – by calling into one of our branches and providing the details for the attention of a Team Leader.
By Telephone – by telephoning 01332 348144 between 10 am and 4 pm and asking to speak to a Team Leader.
By Email – to firstname.lastname@example.org
In Writing – to the Team Leader, 38 Cornmarket, Derby, DE1 2DG. Please mark your envelope ‘Private and Confidential’ and ‘FAO Team Leader’.
If your complaint is regarding a Team Leader please direct your contact to the Chief Executive Officer.
What will happen next
We will write to you, either to acknowledge receipt of your complaint, or to respond to the matters you have raised. We will do this within 5 working days of receiving your complaint.
Whilst your complaint is being investigated we will keep you informed of progress either in writing or by telephone. A further holding letter will be sent within 4 weeks if a final response has not been sent.
We will aim to resolve your complaint at the earliest opportunity but at the latest within 8 weeks.
What to do if we can’t reach an agreement
If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.
For more information visit their website at www.financial-ombudsman.org.uk
Or write to them at:
The Financial Ombudsman Service
London, E14 9SR
Telephone: 0800 023 4567
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