Customer complaint procedure
We provide clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times.
The procedures set out below explains the process that we will follow in the event that you make a complaint.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
Does this policy apply to you?
We will apply this policy to you if you are a user of a sQuid account.
How can you make a complaint?
You can make a complaint by letter or email. Written complaints can be sent to:
The Customer Service Manager
John Loftus House, Summer Road
Thames Ditton, Surrey KT7 0QQ
Complaints by email should be sent to firstname.lastname@example.org
What will we do once we have received your complaint?
Your complaint will be referred to our Customer Service Manager, as soon as possible. In the event that the Customer Service Manager is involved in the subject matter of the complaint, your complaint will be referred to another Manager.
We will promptly acknowledge your complaint in writing
In this acknowledgement we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. We may also refer you to this policy.
Investigating and resolving your complaint
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.
If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide the compensation to you.
Our timetable for responding to you is as follows
Once we have acknowledged your complaint we will keep you informed of our progress. Within 3 days of us receiving your complaint we will send you either a final response or a written response which explains why we are not in a position to make a final response to you and when we might be expected to provide one.
We will regard your complaint as closed in the following circumstances:
- Once we have sent you a final response; or
- Where you have told us in writing that you accept an earlier response that we have sent to you.
sQuid is committed to ensuring that all complaints received are handled fairly, consistently and promptly; and will identify and remedy any recurring or systematic problems, as well as any specific problems identified by a complainant.
We will continue to do all we can to learn from the complaints we receive, to improve our level of service to you in the future.
You can email us questions at email@example.com