Our Commitment to you
At 123V every customer is important to us, and we believe you have the right to a fair, swift, and courteous service at all times. We are in receipt of your complaint and we will deal with it promptly, effectively, and in a positive manner.
123v Finance Complaints Procedure
- We will acknowledge your complaint promptly in writing within 5 working days of receipt. We will confirm 123V’s policy of swift remedial works & advise a contact name & number of the staff member responsible for resolving your complaint.
- We will fully investigate your complaint and endeavour to communicate with you during every stage of any remedial works. We will send a final written response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you a written update. At this point your complaint will be passed to Senior Management for further input.
- We will endeavour to send a final written response to you within 8 weeks of receipt of your complaint. We will accept the complaint where appropriate and offer redress or remedial action. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response. We will enclose a copy of the Financial Ombudsman Service’s leaflet
- If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Further details can be found www.fca.org.uk
You must refer your complaint to the Financial Ombudsman within 6 months of the date on
the final response.
