Complaints Handling Policy
- Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during verbal communication. Where any customer expresses concern about the service, steps should be taken to resolve that matter an- Complaints will be resolved within 8 weeks upon receipt and then reported to the FCA once it has been handled. We will also provide the customer with a ‘Summary Resolution Communication’ once the complaint has been resolved.
- Complaints are initially made to the customer service team, and can be done via telephone on a local telephone number (basic rate).
- Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged, and referred to the nominated complaints handler in accordance with the complaint handling process. All complaints will be acknowledge within 1 working day.
- Any complaint received from a third-party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to the nominated complaints handler.
- Customers are provided with FOS details (including the website) and a leaflet on raising a complaint to FOS should they wish to do so.
- We are required to complete a complaint return twice a year containing all complaints data.
COMPLAINTS PROCEDURE
The following complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.
There are several different ways that you can contact us and you can choose from the following:
Contact our customer services team by telephone on 0161 388 7619. Lines are open between 10am and 7:30pm Monday to Thursday and 10am to 4pm Fridays (excluding bank holidays). Calls are charged at standard rates for your phone provider.
Or by writing to us at:
Regenerate EI Limited
23 Chorley Old Road
Bolton
BL1 3AD
If you are contacting us in writing or via email please remember to let us know your name, your contact details, some details about your complaint and how we can help put things right.
What occurs after I get in touch with you?
We’ll require information about you and your situation to comprehend the problem and its effects.
We will also seek the financial business’s perspective on the matter.
After collecting all the necessary details, we’ll evaluate everything and inform you about our recommended resolution for your complaint.
I own a business - can you provide assistance?
We can review complaints from small businesses regarding financial providers, given that the small business meets specific criteria.
We assist micro-enterprises, defined as businesses with:
- a turnover or annual balance sheet not exceeding 2 million euros; and
- fewer than 10 employees.
We also support small and medium-sized enterprises (SMEs) meeting the criteria of:
- an annual turnover of less than £6.5 million (or its equivalent in any other currency);
- and either:
a balance-sheet total of less than £5 million (or its equivalent in any other currency), or
fewer than 50 employees.
The situation can be complex. When you contact us, we’ll inform you if we can assist and, if not, explore other options available to you.
What if I disagree with your response?
Your case will be reviewed by one of our investigators or adjudicators, examining both sides and providing their decision. We successfully resolve nine out of ten complaints using this process.
However, if you are not satisfied with our decision, you have the option to request a final verdict from one of our ombudsmen.
If you agree with the ukdebtteam.co.uk final decision, the financial business is obligated to comply with their instructions.
If you choose not to accept it, our involvement concludes, but you still have the option to take your complaint to court.
At any stage, you can inform us if you no longer wish to receive our assistance.
Is it similar to going to court?
No, it’s very different. We were established as an informal and free alternative to the courts. When using our services, you don’t have to present your case in person, and there’s no “cross-examination” where both sides ask each other questions.
We’ll resolve matters over the phone, by email, or through post – whichever is more convenient for you.
Unlike a court, you usually don’t need someone to represent you. If you prefer, we can communicate with a family member, friend, or someone else you’ve designated to assist with your complaint.
Can I pursue legal action?
Our service may not be suitable for every situation. Depending on the circumstances, it might be more appropriate for you to go to court. For instance, if you believe the loss you’ve experienced exceeds what we can instruct a business to pay you.
Our service may not be suitable for evWe typically won’t investigate an issue that a court has already addressed. If you accept thery situation. Depending on the circumstances, it might be more appropriate for you to go to court. For instance, if you believe the loss you’ve experienced exceeds what we can instruct a business to pay you.
If you reject the ombudsman’s final decision, you still have the option to take your problem to court. Since courts have a different approach, their resolution may differ from ours.