Complaints Procedure

Introduction

At Fast Cash Home Buy (FCHB) we set ourselves the highest level of business standards and commit to the best quality customer service and experience for all our clients.

If, however, there might be a reason that you feel the need to complain to us (as mistakes do sometimes happen) then we welcome you to use this service and we can then strive to improve our customer experience further by learning from what you say.

So, if you think that FCHB or any of its employees has done anything wrong, or you are in any way unhappy, please use the following information for how to send us a complaint and we will deal with it as a priority with an aim to fully resolve any grievance you may have.

How to Make a Complaint

1. Methods

Complaints may be made:

• in writing to our postal address (Unit 439, Air Cargo Centre, Argosy Road, Castle Donington. DE74 2SA)
• by e-mail to [email protected]
• by telephone on 0333 006 2636
• or in any other form

2. Process

A) Acknowledgement

We aim to resolve any complaint as soon as possible, where this is in done within 3 business days, we will not usually confirm acknowledgement of the compliant in writing.

If it takes us longer than 3 business days to resolve your complaint, we will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.

B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

• i. final response adequately addressing the complaint; or
• ii. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

C) Our Decision

Within eight weeks of receiving a complaint we will send you either:

• i. a final response adequately addressing the complaint; or
• ii. a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.