We always try to do everything we can to make sure you receive the best possible service. If you’re not completely happy about anything, we’d like to hear about it straight away so we can try to put it right for you and improve our service, as we take complaints very seriously.
This document sets out how we respond to your complaints about our services and products.
How to Complain
We accept complaints via a number of means and will deal with your complaint as efficiently as we can. You can send your complaint by either emailing [email protected] or posting your complaint to the below trading address:
51 John Street
If you would like to discuss your complaint you may contact our compliance team by calling them on 020 71000 110. A member of the team will be happy to work with you to find a suitable resolution. Please note that our team is available from 8.30am to 5pm Monday to Friday.
Handling Your Complaint
We aim to do our best to resolve your complaint by the end of the third business day after the day we receive it (excluding weekends). If we do, we shall send you a summary resolution communication to confirm that we have resolved your complaint and outline how to refer it to the Financial Ombudsman Services (FOS) if you are a micro enterprise, small business or a guarantor, and are dissatisfied with the resolution.
If we cannot resolve it by end of the third business day, we shall send you an acknowledgement by close of business to keep you informed of the measures being taken in respect to your complaint resolution.
We aim to resolve all complaints within eight weeks. After investigating your complaint, we will send you a final written response and advise you whether we have upheld the complaint or not.
Where we have upheld your complaint, we shall highlight to you how we will resolve your dissatisfaction. If you agree to the resolution, then we will consider the complaint closed. If we did not uphold your complaint, then we shall advise you accordingly of the reason and how we reached this outcome.
Where you are a micro enterprise as defined by the FOS (less than 2 million euros annual turnover and fewer than 10 employees), small business (annual turnover of less than £6.5 million And employs fewer than 50 persons OR balance sheet of less than £5 million), guarantor and you are dissatisfied with the outcome of the complaint, then you can escalate your dissatisfaction to the FOS. The details of the FOS are available below.
Where we cannot resolve your complaint within the prescribed eight weeks, we shall advise when we shall be able to resolve the complaint. Where you are eligible, we will provide you with a copy of the FOS explanatory leaflet, which will provide you with enough information, should you want to refer your dissatisfaction to the FOS directly. We will write to you again once we have completed our investigation and advise you of the outcome.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel: 0800 023 4567 or 0300 123 9123*
Email: [email protected]
*Calls charged at no more than 5p per minute for BT customers (other networks may vary). In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.
Fleximize Capital Limited (Companies No 09485920), Fleximize Limited (Companies No 07117447), Alterium Limited (Companies No 08621989) are all incorporated in the United Kingdom.
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