Complaints Procedure

How to complain

In the unlikely event that you have a complaint we would like you to tell us about your concerns. We at TheFinanceDoctors.com treat complaints very seriously and would encourage all of our clients to tell us about any concerns they may have at the earliest possible opportunity should there be any.

We can help

At TheFinanceDoctors.com, we want to keep our customers happy and make every effort to do so. We realise that we sometimes may make mistakes as this is human nature. If you tell us about a problem, we’ll try our best to put it right. We appreciate your feedback as it can help us to improve our future service and products.

We’d also like you to tell us when we’ve done something well or have surpassed your expectations so we can do it more often.

This document tells you the three steps to follow to make a complaint. These procedures will tell you what to happens at each stage of the complaints process.

If you have not been informed of a complaints process specific to the product you wish to complain about, please follow these steps:

Step 1- contact the person/office you have been dealing with or

• Contact us by telephone on the numbers below:

For Mortgages & General Insurance please call 01382 522824 or email info@thefinancedoctors.com

• Write to us at: TheFinanceDoctors.com, 14 Springfield Dundee, DD1 4JE.

When you contact us you will need to have some key information to hand so we can help:

• Your name and address and telephone number

• The reason for your complaint

• How you think the problem should be resolved

• A daytime telephone number we can contact you on to keep in touch while we resolve your complaint

• Photocopies of any relevant documentation

We promise to

• Let you know promptly that we’ve received your complaint

• Keep you informed on the progress of your complaint

• Resolve your complaint as quickly as possible. If we are unable to resolve it in four weeks and we need more time we will let you know

If you are still unhappy

Please see step 2 for what to do next.

Step 2 – Contact Complaints

If we have been unable to resolve your complaint, your complaint will be dealt with at a higher level. The contact details are:

Complaints Officer
TheFinanceDoctors.com
14 Springfield
Dundee
DD1 4JE
Tel. 01382 522824
Fax. 01382 221883
Email. complaints@thefinancedoctors.com

We promise to

Undertake an independent review of your case. We will keep you informed of progress and aim to send you our final response within eight weeks of the date you originally complained to us. In many cases we will do it a lot quicker. If we can’t we will write to you explaining why we haven’t completed our investigations and telling you when we will have done so.

If you are still unhappy

If we have been unable to resolve your complaint to your satisfaction or haven’t sent you our final response after eight weeks from the date you originally complained to us, please see step 3 for what to do next.

Step 3 – Contact the Financial Ombudsman

Once you have given us the chance to put things right, if you are still unhappy you can contact the Financial Ombudsman Service

The contact details are:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800

Using your own Solicitor or third party complaint-handling company

Employing a third party complaint handling firm, or a Solicitor or Financial Advisor, does not affect how we review your complaint. However please be aware that:

• TheFinanceDoctors.com does not charge you to investigate your complaint

• TheFinanceDoctors.com will not be liable for any costs incurred if you decide to employ a third party to handle your complaint during this review

• TheFinanceDoctors.com, in general, will only make payment directly to you (the customer) if your complaint is upheld and redress is due

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE OR OTHER LOAN SECURED ON IT.