|
We hope that you are happy with the service we provide. However, in the rare event that you are not, please contact our complaints team at
If we are unable to resolve your complaint through our internal complaints procedure,
you may be able to refer it to The Financial Ombudsman Service at:
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
OnlyFinance.com is a trading style of LPS Protect Ltd. LPS Protect (LPS) are an appointed representative of Litigation Protection Limited, which are authorised and regulated by the Financial Services Authority (FSA).
In most cases a complaint can be dealt with within 24 hours, if not, the complaint will be subject to the below procedures:
- It is the aim of LPS to resolve any complaint fairly and quickly
- A complaint may be received in writing, by telephone, in person, verbally or by email.
- A complaint received by any means will be acknowledged in writing to the complainant within 5 business days of receipt.
- The details of each individual complaint will be recorded in a Complaints Log.
- LPS will within four weeks of receiving the complaint send the complainant either a final response or a holding response.
- LPS will within eight weeks send the complainant a final response. NB If, within eight weeks of receiving a complaint, we provide a written response which indicates we will regard the complaint as closed if we do not receive a reply within eight weeks of the date of the letter we will close the complaint.
- The final response will include details of how the complainant may refer the complaint to the Financial Ombudsman if he is dissatisfied.
- All records of complaints will be retained for at least 3 years.
|