If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was handled
How to make a complaint
If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.
IN PERSON
Swansea Showroom
Garngoch Industrial Est
Gorseinon, Swansea
SA4 9WN
IN WRITING
Complaints Manager
Securahome PVCu Limited
Garngoch Industrial Est,
Gorseinon, Swansea
SA4 9WN
BY TELEPHONE
Tel: 0800 808 3224
8am to 5.30pm weekdays.
Complaints can also be submitted using our online form below – click to view.
The complaints handling procedure:
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service 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.
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk
You can make a complaint using this form
Simply complete the form below. Please ensure you supply all the details of your complaint so we can take action as soon as possible.
