In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, we recommend contacting Which? Trusted Traders.
As a Which? Trusted Trader, our customers can complain directly to Which? to make a complaint if you are unhappy with our proposed resolution. Which? Trusted Traders will investigate your complaint and help bring the case to a close.
To make a complaint about us directly to Which? please contact them on 02922 670 040.
ADR
Should we still not be able to come to an agreement, then our customers can access an Alternative Dispute Resolution (ADR) service as part of the Which? Trusted Traders Endorsement. Should Which? fail to help us reach an agreement, then they will refer you to the free Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
The Financial Ombudsman Service
If you have taken up one of our finance options, you are also able to take your complaint to the Financial Ombudsman Service.
Our aim is to resolve all complaints internally. However, if after receiving our final response, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
