Complaints Policy

Policy statement

This Policy is intended to ensure that our complaints procedure is effectively implemented, and that customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly.

We look upon complaints as an opportunity to learn, improve and provide a better service.

The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation.

Our complaints procedure is intended to:

• Enable us to respond appropriately to issues raised by those making complaints in a timely manner;
• Increase customer confidence in our products, services and processes;
• Provide information that can be used by us to make improvements to our products, services, staff and complaint handling.
  
  

This policy provides guidance to our staff and those who wish to make a complaint on the key principles of our complaint handling process.

Our Commitment

We expect all staff to:

• Understand and comply with our complaint handling process;
• Be aware of any appointed member of staff responsible for complaint handling and their contact details;
• Treat all people with respect;
• Assist people who wish to make complaints to access our complaints process;
• Be alert to complaints and assist staff handling complaints to resolve matters promptly.
  
  

Complaints Process

We will:

• Appoint a member or members of staff within our company to act as a point of contact, to whom complaints should be sent;
• Provide a dedicated member of staff who has the authority to resolve a complaint;
• Ensure our contact details are on all correspondence and on our website; 
• Acknowledge all written complaints within 3 working days;
• Respond in writing with our proposal to resolve the complaint within 10 working days;
• Maintain accurate records of complaints.
  
  

The complainant will:

• Register their complaint, in writing, as soon as practicable
• Explain the problem as clearly and fully as possible;
• Allow us reasonable time to investigate the matter.

Contact Details

Complaints should be made:

By letter to (Lex Blinds, Customer Relations Department, 190 High Road, Loughton, IG10 1DN) or by email customerservice@lexblinds.co.uk

Resolution

We believe that complaints, if dealt with early, openly and honestly, can be resolved.

However, if we can’t agree a solution with you within 30 days, we will:

• Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

 
Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Telephone: 0800 788 0000
Email: customerservice@lexblinds.co.uk
Jelena Barr – The Customer Complaints Manager