If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was handled
How long will it take?
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:
In Person
Unit 52 Hellesdon Park Road
Norwich, Norfolk NR6 5DR
In Writing
Write to us at the address above, please address your letter to The Complaints Manager
By Telephone
01603 672638
By Email
customerservices@amberhome.co.uk
How long will it take?
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
OR
Issue our final decision letter which will explain our final position
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.
They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
IF YOU NEED ANYTHING FURTHER
If you have any further queries regarding our complaints procedure then please contact using the form below.