Last Updated: 7th May 2024
At AS LEGAL AND FINANCIAL SERVICES LIMITED, we take pride in providing exceptional customer service to all our clients. However, we understand that there may be occasions when our services do not meet your expectations. In such cases, we want to ensure that your concerns are addressed and resolved in a timely and efficient manner.
This Complaints Procedure outlines the steps you can take if you wish to raise a complaint about our services.
Step 1: Contact Us
If you have a complaint, please get in touch with our customer support team via email at complaints@onlineloanss.co.uk. When submitting your complaint, please provide the following information:
- Your full name
- Contact information (email address and postal address)
- A detailed description of your complaint, including relevant dates and any supporting documents
Step 2: Acknowledgement of Your Complaint
Upon receiving your complaint, our customer support team will acknowledge receipt within three working days. We will then initiate an investigation into your concerns, ensuring that all relevant information and documentation are considered.
Step 3: Investigating Your Complaint
Our aim is to resolve your complaint within four weeks of receiving it. However, in some cases, the investigation may take longer, especially if it involves complex issues. If this occurs, we will keep you informed of the progress and provide an estimated timeline for resolution.
Step 4: Complaint Resolution
Once our investigation is complete, we will provide you with a written response outlining the outcome of your complaint and any proposed resolution or remedial action. We will also explain the reasons behind our decision, ensuring that our response is clear, fair, and transparent.
Step 5: Escalation
If you are not satisfied with the outcome of your complaint, you may escalate your concerns to the Financial Ombudsman Service (FOS). The FOS is an independent body that helps resolve disputes between consumers and financial service providers.
Please note that you must refer your complaint to the FOS within six months of receiving our final response. You can find more information about the FOS and their complaint process at https://www.financial-ombudsman.org.uk/.
We are committed to addressing your concerns and resolving complaints fairly and efficiently. By following this Complaints Procedure, we aim to maintain the high standards of service that our clients have come to expect from AS LEGAL AND FINANCIAL SERVICES LIMITED.