Complaint Handling Procedures

Complaint Handling Procedures

7. Complaints
7.1. If You are unhappy with our service or wish to raise a complaint, you may do so by
(i) E-mail: complaints@sandersondrake.co.uk
(ii) Telephone: 01554 575000
(iii) Writing: Sanderson Drake Limited, 41 Murray Street, Llanelli, SA15 1BQ


7.2. We aim to resolve any complaint as soon as possible. If we are unable to do so within 3 business days, we will;
– Acknowledge your complaint within 3 working days.
– Provide You with Our Final Response within 8 weeks.
– Where we are unable to provide you with our Final Response within 8 weeks, we will provide you with your rights to progress the complaint to the Financial Ombudsman Service.
– If You remain unhappy with Our Final Response, You may refer the complaint to the Claims Management Ombudsman, a Financial Ombudsman Service free of charge within 6 months of the Final Response date.
– Where We require more information from You, We ask that is provided promptly in order to assist our investigations. If this is not received, We may make a decision based on the information available to Us at the time of investigation.


7.3. Where We uphold your complaint, compensation/redress may be offered but may not always involve a financial award such as an apology.


7.4. If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant timeframes to respond to you, you can refer this to the Claims Management Ombudsman (CMO), a Financial Ombudsman Service by:
(i) Website: https://cmc.financial-ombudsman.org.uk
(ii) Telephone: 0800 023 4567
(iii) Writing: Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR


7.5. Time limits apply to the Complaints meaning You have six months to approach the Claims Management Ombudsman from the date of Our Final Response, or where Your complaint is not resolved by us after 8 weeks.

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