COMPLAINTS HANDLING PROCEDURE
At DotDotLoans.co.uk, we are committed to delivering an exceptional, straightforward, and top-tier level of service to individuals seeking financial assistance. Our customers are at the core of everything we do, and we take great pride in providing a high standard of service. However, we recognize that there may be times when our service doesn’t meet expectations. If something isn’t right, we want to hear from you.
How to Raise a Complaint
To help us address your concerns, please provide your contact details, a description of your complaint, how you believe we can resolve the issue, and any relevant supporting information.
In writing to:
PJG FINANCIAL LIMITED
272 Bath Street
Glasgow
G40SX
Email: contact@DotDotLoans.co.uk
How Long Will It Take?
We aim to acknowledge your complaint in writing within five working days of receiving it. Resolving your concern is our top priority, and we will do our best to resolve it quickly. However, more complex issues may require additional time for thorough investigation. In any case, we will provide you with our final response no later than eight weeks after receiving your complaint.
If we are unable to complete our investigation within this time frame, we will contact you to explain the delay and provide an expected timeline for resolution.
If you are dissatisfied with the progress or the outcome of your complaint, you have the option to refer it to the Financial Ombudsman Service.
Referring Your Complaint
Should you wish for the Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response. The Ombudsman will only consider your complaint if you have first given us the opportunity to resolve the matter.
If your complaint is referred after this time, the Ombudsman may only consider it in limited circumstances, such as if exceptional circumstances caused the delay.
Contact Details for the Financial Ombudsman Service
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
- 0800 023 4 567 (free from mobile phones and landlines)
- 0300 123 9 123 (charged at the same rate as 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
For more information, please visit their website at www.financial-ombudsman.org.uk.
We will also provide you with a leaflet titled ‘Your Complaint and the Ombudsman’, which contains further details about the Financial Ombudsman Service.
Our Commitment to You
Our compliance officer will handle your complaint diligently, ensuring every effort is made to address your concerns swiftly and effectively. The complexity of the issue may influence how long it takes to fully resolve your complaint, but we will keep you informed every step of the way.
Your satisfaction is our priority, and we are here to help put things right.