How do I make a complaint?
We aim to provide services which satisfy the needs of all our customers. However, should you wish to make a complaint, you can do so by writing to us via email: firstname.lastname@example.org or by post to:
To allow us to respond quickly to your concerns, please provide the following details:
- Your full name
- Your company name
- Email address
- Any relevant reference numbers
- A description of the complaint, plus any supporting evidence
Our complaints procedure
We aim to resolve your complaint within 3 working days of receiving it and will contact you, in writing, with the outcome. If that is not possible, we will write to you within 5 working days to let you know that your complaint has been received and we are progressing with it.
If your complaint is not resolved after 4 weeks, we will write again to explain what progress has been made. In most cases, we will give you our final response within 8 weeks of receiving your complaint. Our final response will tell you what we have found, what we will do and why we came to that conclusion.
Depending on the nature of your complaint, an alternative dispute resolution provider may also be able to assist. Where you are a consumer and your complaint relates to the financial information about you processed by LexisNexis acting as a credit information services provider, you will have the right to refer your complaint to the Financial Ombudsman Service (the “FOS”).
The FOS is an independent body which seeks to resolve eligible complaints received from individual consumers. Sole traders, partnerships and other small businesses, charities and trusts may also be able to refer eligible complaints to the FOS. There is no charge for referring complaints to the FOS.
The contact details for the FOS are:
Financial Ombudsman Service,
Telephone (UK): 0800 023 4567
Telephone (Outside the UK): +44 20 7964 1000
Where you are a consumer with a complaint arising out of services purchased online, you may also register your complaint using the European Commission Online Dispute Resolution (ODR) platform. A link to the platform, including more information about how it works, can be accessed at the following address: http://ec.europa.eu/consumers/odr