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You and your money
Most financial services providers try hard to offer quality services and value for money. But when you feel they have let you down, you have the right to complain.
All firms should have a written complaints procedure, setting out how they handle complaints. If one of their officers is already dealing with you, you should write to them first. Here are some tips for making a written complaint:
- Put your full name, address and account number at the top of the letter
- Insert the date – this will help you keep a record of when you complained and the time taken to get a response
- Start with a brief summary of your complaint
- List the facts clearly and in a sensible order, without going into too much detail or repeating yourself
- Send photocopies of relevant documents – but be sure to keep the originals
- Take a copy of the letter before you send it.
Normally matters are sorted quickly and to everyone’s satisfaction. But if you have gone through the internal complaints procedure and you still can’t resolve the matter with your bank, building society, credit union, insurance company, mortgage or pension provider, then you may be able to take it to the Financial Ombudsman Service (FOS).
The FOS has been set up to provide consumers of financial services with a free and independent service to resolve disputes. You can contact them on 0207 892 7300 or visit their website www.fscs.org.uk
By all means complain if you need to, but don’t forget that a few words of appreciation when you get great service are always welcomed.
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