The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days. You can find details of how to contact us below.
• Contact myself to make sure I know about your complaint and tell me how you think it could be resolved.
• Alternatively, you can write to us at:
Whitestar Business Finance, 17 Sneezum Walk, Witham, Essex, CM8 1US or e mail me at email@example.com.
When and how you’ll hear from me
If I am able to resolve your complaint within three working days, I will send you written confirmation of this.
Where I cannot resolve your complaint within three working days, I will send a written acknowledgement within five working days. I will then undertake a full investigation to enable me to make an informed assessment of your complaint.
I will send you a final response within eight weeks, which will:
• Let you know the outcome of my investigation
• If appropriate, advise you of what I intend to do to rectify the problem
• If I disagree with your complaint, clearly explain the reason why
Throughout the eight week investigation, or until a final response is issued, I will keep you informed of my progress and I may contact you to ask you to provide further information regarding the issues you have raised.
Referring your complaint
After my investigation, if you’re still unhappy with my response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
0800 023 4567
If you decide to refer your complaint after I’ve issued my final response, you should do so within six months of the date on my final response letter.