Complaints Procedure
We strive to provide you with an excellent service. However, if you wish to contact us because you are in some way dissatisfied with our services, then the complaints procedure outlined below is in place to ensure that we resolve complaints quickly and satisfactorily.
- You should firstly discuss the situation with us. We will attempt to resolve the complaint immediately and provide a response to you by the close of business the following day. If this is not possible, we will write to you within 5 working days to explain how your complaint will be handled.
Written complaints should be sent to Saluja Insolvency Solutions by email: nim@salujainsolvencysolutions.com
- We may need to contact you for further information following our consideration of your complaint. We will then conduct a full investigation into the points raised and discuss the details of your complaint as appropriate.
- If the investigation into your complaint is still ongoing after 4 weeks, we will write to you again setting out the reasons why more time is required to investigate and provide a timescale within which you can expect a final response.
We are obliged to fully investigate, and provide a final response to, all complaints within 8 weeks. If, in exceptional circumstances we are unable to do this, we will write to you providing a timescale within which you can expect a final response. You may at this time refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.
- If you remain dissatisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman who will review your complaint. This must be done within six months of our final response.
- With our final response, we will include a copy of the Your complaint and the Ombudsman leaflet which explains your rights and how to refer your complaint to the Financial Ombudsman.
If you wish to contact the Financial Ombudsman Service directly, you can via:
Email:
complaint.info@financial-ombudsman.org.uk
Phone:
0800 023 45670800 023 4567 (Monday to Friday 8am to 8pm, Saturday 9am to 1pm)
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Online:
www.financial-ombudsman.org.uk
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.
Saluja Insolvency Solutions is authorised and regulated by the Financial Conduct Authority.
Credit Consumer Licence No: 677004
Credit Consumer Licence No: 677004
