What counts as a complaint?

A complaint is any form of contact from a customer, a person authorised on behalf of a customer, or potential customer who is not satisfied with our service.

How to make a complaint

If you have a complaint about any part of our service, we want to hear from you so we can put things right.

 

Call us: 0333 358 0075

Email us: [email protected]

Write to us:

Customer Resolutions Department

247 StayWarm Ltd

Parkhill Business Centre

Padiham Road

Burnley

BB12 6TG

Resolving your complaint

If you’re unhappy with our service, we’re sorry and we’d like to put it right.

Our call centre agents are here to put things right for you straight away. If they can’t, they’ll take the details of your complaint and log it for you. Within 5 business days, you will be appointed a Resolution Advocate, who will look after you until everything is sorted. Your Resolution Advocate will let you know how long it should take to resolve your complaint and will agree how and when you would like to be updated to make things as easy as possible for you.

Your Resolution Advocate will send you a final response once they have concluded their investigation into your complaint. The final response will provide you with a resolution and inform as to whether your complaint is upheld or not upheld.

The resolution of your complaint might include actions to put our mistake right, an apology, explanation or non-financial compensation.

If we’ve not resolved your complaint within 8 weeks, we’ll write to you. You can then pass your complaint to Financial Ombudsman Service.

 

The Financial Ombudsman Service

The Ombudsman offers an independent, impartial service which is free to use.

If you don’t accept the outcome of our internal review or if we have not resolved your complaint within eight weeks, you can contact the Ombudsman.

You have a period of 6 months from the date of the final response to refer your complaint to the Ombudsman.

 

The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

Email: [email protected]

Website: www.financial-ombudsman.org.uk

 

Complaints Handling Procedure

Our complaints procedure is governed by the Financial Conduct Authority. You can read these Regulations at

https://www.handbook.fca.org.uk/handbook/DISP/1/3.html

Complaints Reporting Information

Complaints to us are reported to the Financial Conduct Authority. 

Citizens Advice Consumer Service To view the ‘Know Your Rights’ leaflet and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/consumer or call the Citizens Advice consumer helpline on 0345 404 0506. You can contact

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