At 1Stop Money we aim to provide excellent service to all of our clients as standard procedure, but we recognise that things can (and will) occasionally go wrong.
We take any complaints very seriously and aim to resolve all of our clients’ problems effectively and swiftly.
If you wish to register a complaint, please contact us on: – 0800 012 4039, write to: – One Stop Services UK Limited. 707 High Road, Finchley House, Finchley, London N12 0BT or email: – email@example.com If you ever have cause to complain we will set about resolving your complaint as quickly and efficiently as possible.
These are the steps we will take:
1. Acknowledging your complaint
Your complaint will be acknowledged within 5 working days. The acknowledgement letter may include a request for more specific details of your complaint.
2. Investigating your complaint
Your complaint will always be investigated by a trained complaint handler. We will be as thorough as possible and in order to deal with your complaint as quickly as possible we may telephone you for any additional information we need.
3. Resolving your complaint
The complaint handler will analyze all the facts and come to a conclusion that takes full account of these. We try to do this without any delays but to do a thorough job may take some time, depending on the complexities of your case.
If we are unable to give a full reply within 4 weeks from receipt of your complaint, we will write to you in order to keep you informed.
If after a further 4 weeks we have still not resolved your complaint we will again write to you keeping you informed of our progress, and a proposed date which we will respond to you, together with your rights.
4. Informing you of our decision
The complaint handler will write to you with a full account of our investigation and of our decision. Whether this is, for example, a payment to make up for any loss incurred or a statement to say why we believe your concerns are unfounded, you will be able to see that we take a reasoned and fair judgment.
Following the completion of our investigation, you will be given a period of 8 weeks to respond to the Final Response Letter provided. Following this period your complaint will be considered resolved if we hear nothing from you.
5. Your Rights
In the unlikely event that you are dissatisfied with our final response, you remain free at all times to seek an independent form of advice.
Alternatively, you may be eligible to refer the matter to the Financial Ombudsman Service.
6. The Ministry Of Justice. (PPI Clients Only)
The procedure set out opposite and above falls within the rules of The Ministry of Justice (MOJ)). We hope to come to an amicable settlement of your complaint. If you do not accept our final decision on the matter or if our investigations have not been completed within 8 weeks you may be eligible to refer your complaint to the Claims Management Regulator.
We will inform you if you have the right to refer to the Claims Management Regulator either
- in our final response or
- in the letter sent 8 weeks after, we received the complaint,whichever is sooner.
Please allow us to address your complaint before contacting the Claims Management Regulator.
For your information the address of the Claims Management Regulator is:
Claims Management Regulation
Monitoring and Compliance Unit
57 – 60 High Street
Tel: 0845 4506858
Fax: 0845 4506866