1. This is about complaints against us
This procedure covers complaints about our own service. It is separate from the complaint we make to your lender on your behalf. If you want to know how your lender complaint is progressing, contact your case handler rather than using this procedure.
2. How to complain
You can complain in any of these ways, and it costs you nothing:
- Email [email protected]with “Complaint” in the subject line.
- Telephone 0161 000 0000 and ask to raise a formal complaint.
- Write to Complaints, Prophoenix Solutions Tech, 27 Old Gloucester Street, London, England, WC1N 3AX.
It helps if you tell us your name, the reference on your file, what went wrong, and what you would like us to do. You do not need to use a particular form of words, and you do not need anyone to complain on your behalf.
3. What happens next
| When | What we do |
|---|---|
| Within 3 working days | We acknowledge your complaint in writing and tell you who is handling it. Where we can resolve it within this time, we will send you a summary resolution instead. |
| Within 4 weeks | We send either our final response, or an update explaining why we need longer and when you can expect an answer. |
| Within 8 weeks | We send our final response. If we cannot, we write to explain why and confirm your right to take the complaint to the Financial Ombudsman Service straight away. |
4. Our final response
Our final response will set out:
- What we understood your complaint to be.
- What we found when we looked into it.
- Whether we uphold the complaint, and why.
- What we are offering to put it right, if anything.
- Your right to refer the complaint to the Financial Ombudsman Service.
5. The Financial Ombudsman Service
If you are unhappy with our final response, or if eight weeks have passed without one, you can ask the Financial Ombudsman Service to look at your complaint. The service is free and independent, and you do not need anyone to act for you.
You normally need to refer the complaint within six months of the date of our final response.
- Website: www.financial-ombudsman.org.uk
- Telephone: 0800 023 4567
- Email: [email protected]
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
6. Complaints about how we handle your data
If your complaint is about how we have used your personal data, you can also raise it with the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would still ask you to come to us first so we have the chance to put it right.
7. Our record
We keep a record of every complaint, what caused it and how it was resolved, and we review them so the same problem does not keep happening. Complaint records are kept for six years.
8. Regulatory information
Prophoenix Solutions Tech is a Claims Management Company authorised and regulated by the Financial Conduct Authority under firm reference number XXXXXX. You can check this on the Financial Services Register at register.fca.org.uk.
Related policies
Questions about this policy? Email [email protected].