Our goal is to give excellent customer service to all our clients across our Two Financial Services’ Network. We take all complaints very seriously to improve our service and aim to resolve all problems promptly.
To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given, please telephone the complaints department of the company you are dealing with in order to explain your concerns. Alternatively, if they are unsuccessful in satisfying your complaints request then contact the network principal Two Financial Services’ Complaints Department on 01392 447149, by email at firstname.lastname@example.org or by writing to us at:
Unit 10, Orchard Court, Heron Road, Exeter, EX2 7LL.
We aim to resolve your complaint as soon as possible, however sometimes things take a little more time. We may also ask you for further information to allow us to better understand your concerns.
How Two Financial Services will deal with your complaint
Your complaint will be investigated upon receipt. If your complaint is resolved by the close of business 3 working days following receipt, you will receive confirmation of this along with your rights for further escalation should you subsequently remain dissatisfied.
If your complaint remains unresolved after the close of business 3 working days following receipt,this will be escalated to our Complaints Department who will acknowledge your complaint.
Final or other response
Within eight weeks of receiving your complaint we will send either a final response providing you with the details of our findings, or; a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one. If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below.
In addition we will provide you with a leaflet when we send our final response detailing how to complain to FOS.
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of the final response.
Write to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
The Insolvency Service - If you have a complaint about the way your Individual Voluntary Arrangement has been handled you can inform the Insolvency Service of your concerns. The Insolvency Service has set up a Gateway were consumers can report their complaints and further information is detailed below.
How to Complain
You can make a complaint by either:
• Completing the complaint form located on the Gateway:
• Print the above form and send it to: IP Complaints, Insolvency Service, 3 rd Floor, 1 City Walk, Leeds, LS11 9DA, or email the completed form to email@example.com (as a PDF, for example)
• Calling the Insolvency Service Enquiry line on 0300 678 0015 (Monday to Friday 9:00am -5:00pm)