Fair for You has a three stage complaints procedure.
We will always strive to deal with your complaint quickly. However, if it needs a more detailed investigation we will tell you and keep you updated on our process.
Step 1
If we haven’t managed to resolve your complaint within 3 working days we will write to you to let you know. We’ll give you details of how long we intend to take to resolve your complaint and a note of your complaint reference number.
We may need to contact you to find out more information to help with our investigation.
Step 2
If you have any questions on your complaint please let us know at contactus@fairforyou.co.uk and quote your complaint reference number.
Step 3
Please allow us up to 8 weeks to resolve a complaint although we hope to do this much faster.
Next step:
If after our Final Response you are still dissatisfied with the outcome you can refer your complaint to the Financial Ombudsman Service free of charge.
If you receive a final response letter from us and you would like to contact the Financial Ombudsman Service (FOS), you’ll need to do this within 6 months of receiving our final response letter.
If you do not refer your complaint in time the FOS will not have our permission to consider your complaint and will therefore only be able to do so in very limited circumstances.
If your complaint is payment related you can contact the FOS if you have not received an acknowledgement within 15 business days, or if we have not resolved your complaint within 35 business days.
More information regarding the FOS can be found on their website financial-ombudsman. You can contact the FOS via email at complaint.info@financial-ombudsman.org.uk or directly via the website.
