At Swinton, our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that sometimes mistakes can happen and we get things wrong. Telling us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.
We will always aim to:
You can make your complaint by:
We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will then continue to keep you updated on our progress.
Once resolution has been agreed we will then write to you with our complaint decision (this is called a final response), it will either be to:
If at the end of the process you remain dissatisfied, you may, in the first instance contact the Financial Ombudsman Service or an agreed Alternative Dispute Resolution Provider (ADRP).
The Financial Ombudsman Service can be reached via http://www.financial-ombudsman.org.uk/ or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. If we agree to appoint an ADRP, you can make your complaint within 12 months of receiving our final decision. A list of ADRPs can be found using this link to the Trading Standards website.
Alternatively you can make your complaint via the Online Dispute Resolution (ODR) platform at: http://ec.europa.eu/odr.