If you need to make a complaint, the principle assigned to deal with complaints is:Habify Ltd
If you’re not completely happy with our service we’d like to hear about it, so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.
When that happens, we want you to tell us what went wrong so we can put matters right.
We want to:
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 01603 905080 and ask to speak to the person handling your complaint.
If we can’t agree a solution with you within eight weeks, we will:
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.
Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk
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