Complaints Procedure
Our complaint procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve.
Stage 1
Initially your complaint should be addressed to Customer Service, or contact the Customer Services team on +44 (0)208 563 1001.
Your concerns will be fully investigated by the customer service manager who will manage your complaint and get a response from the appropriate department, who will aim to respond fully.
Stage 2
If for any reason, you are not satisfied with our response, you should write to the:
Customer Service Manager
FINANCE PROFESSIONALS
86 Rothschild Road
London
W4 5NS
UNITED KINGDOM
After acknowledgement of your letter, we will make a full independent assessment and then provide a complete e-mail response.
Stage 3
If you feel that your concern still remains unresolved having received the written response from Stage 2, you will need to respond to the Customer Service Manager. They will acknowledge your letter and pass it to the appropriate FINANCE PROFESSIONALS Director for a full reply.
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