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1. How to make a complaint
A complaint can be made by any form of contact to Vincent Bond; telephone, fax, email or in writing.
2. What we do when we receive a Complaint
On receipt of a complaint from any source the details are passed to our Complaints Officer for acknowledging and further investigation. If the Complaints Officer is the person being complained about the details of the complaint will be passed to another person who is more senior or equally senior to the Complaints Officer.
3. Acknowledgement
All complaints will be acknowledged as soon as possible and in any event within 5 business days of receiving the original complaint. This acknowledgement will either be in writing or by email.
4. Review Process
Within 4 weeks of receiving the initial complaint will contact you either in writing or by email with either a final response or an explanation of why further investigation is necessary.
In exceptional circumstances where extensive further investigations are necessary, then within eight weeks of the initial complaint we will contact you again by letter/email either with a final response or a full explanation:
1) Setting out why the matter is still unresolved.
2) Giving a full summary of our investigation to date and explain why we have not been able to conclude the matter. Also indicating when we expect to be able to give you a final response.
3) Explaining that you may refer the handling of the complaint to the Financial Ombudsman if you are unhappy with the delay.
5. Final Response
Once the investigation is completed then our Complaints Officer will send you a Final Response by letter or email with an appraisal of the matter and outlining our offer to settle the matter if appropriate.
6. Settlement
Any compensation we offer to resolve the complaint will be a fair offer taking all the facts into account. A settlement may include:
• A written apology
• An offer to put the thing complained about right
• Financial compensation
7. Financial Ombudsman Service
If after eight weeks we are not able to provide a final response or if you are not satisfied after receiving the reply from us, then you can refer the complaint to:
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR.
Tel: 0845 080 1800
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Vincent Bond on the BBC more |
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Vincent Bond on the BBC more |
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bringing myself to admit i couldnt cope with my debt was made a lot easier when mr white a ... more
02 September 2010
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We had our IVA agreed yesterday, The service that we received from Andy & Karen was fantas ... more
01 September 2010
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I cannot thank Indra enough for the work that she has completed for me.I am now successful ... more
01 September 2010
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What can we say, from the start Keith was a reassuring voice that we could count on always ... more
28 August 2010
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I felt andy was a great help both with any questions i had or with any advice he gave me a ... more
27 August 2010
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With employees like Julia and Louise, you can't go wrong. They are extremely helpful, very ... more
23 August 2010
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julia and louise were great with all there help with my iva.before i rang julia i didn't k ... more
23 August 2010
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After struggling with large debts for 4 years, I decided to take (what I felt was) the big ... more
20 August 2010
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The service I received from Keith was first class and there is nothing that could be appr ... more
19 August 2010
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I was very impressed with Andy Davie's service, he was always available to speak to or ran ... more
19 August 2010
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