We aim to provide an excellent service in every single case – but from time to time, things do not go to plan. We take any complaint very seriously and will endeavour to resolve it quickly in every case.
If you decide to register a complaint, please contact us at firstname.lastname@example.org
Alternatively you can write to us at:
Assure Today Ltd
REGUS Business Park, 3000 Hillswood Drive KT16 0RS
Our directors will look into your complaint. If necessary, we will get in touch with you for further information. The points you raise will be investigated fully and our directors will review the details of your complaint carefully. Once this investigation and assessment has been completed, you will then be contacted and we will provide you with a written response to confirm our decision. We will endeavour to do this within 4 weeks of receipt. However, if we have been unable to complete our investigation within 4 weeks of receipt of a complaint we will then write and provide you with an update. Our intended maximum response period for our final written response is 8 weeks from receipt of a complaint. We will provide you with a further update at that time.
If we believe that you have suffered financial loss caused by our handling of your affairs, we may, at our discretion, offer you financial redress or some other means of restitution. If we do not believe that we are to blame for the circumstances specified in your complaint or if we do not consider that you suffered financial loss as a result of our actions, we will confirm that to you in our response. If appropriate, we will also tell you what steps we will take to address the situation – and what steps we will take to ensure it does not happen again. Clearly, we always want to resolve any concerns you raise with us.
If we are unable to resolve your complaint within eight weeks of receipt, or you are not satisfied with our response to your concerns, you may be eligible to submit details of your complaint to the Financial Services Ombudsman.
Their contact details are:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
0300 123 9 123 or 0800 023 4567