Complaints Handling Procedure
If you need to make a complaint
The principle assigned to deal with complaints is:
Brett Archer
Address: West Midlands House, Gipsy Lane, Willenhall, WV13 2HA
Tel No:01902 482459
Email address:enquiries@insulateuk.co.uk
www.insulateuk.co.uk
Company Registration No: 08442701
FRN: 753922
Step-by-step complaints procedure
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In person – call into our office at the address shown above. We are open Monday to Friday from 10.00 am – 5.00pm.
In writing – write to us at the address shown and address your letter to The Customer Complaint Manager.
By telephone – call us on 01902 482459 during our office hours and ask for the Customer Services Department.
By email – use the email address shown.
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:
- Why we have not resolved your complaint;
- Who is dealing with your complaint; and
- When we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 01902 482459 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
- Issue our final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or +44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone: 01902 482459
Email: enquiries@insulateuk.co.uk
Steven Showell– Director