Client Satisfaction
Our Commitment to Client Satisfaction
At FCAS, we do everything we can to make sure our clients get the best possible service. We are committed to 100% client satisfaction. However, sometimes, we don't get things right first time. If you're not completely happy with our service, we'd like to hear about it. That way, we can do something to put it right as soon as we can.
We want to:
- Make it easy for you to tell us about your complaint
- Give your complaint the attention it deserves
- Resolve your complaint without delay
- Make sure you are satisfied with how your complaint was resolved
How to tell us
If you're not satisfied with any aspect of our service, you can tell us about your concern in the following ways:
- By telephone on 01727 884 860. Our debt advisors are available from 9:00am to 9:00pm weekdays and 10:00am to 2:00pm on Saturday
- By e-mail to . Please note that additional personal information should not be included in this message for security reasons. We may respond by telephone or letter for the same reason.
- In writing - address your letter to:
Complaints
FCAS
Fountain Court
2 Victoria Square
Victoria Street
St. Albans
Hertfordshire
AL1 3TF
What we will do
Step 1
We will log and provide a reference number which will be sent as a written or electronic acknowledgement of a complaint within five business days of receipt, giving the name or job title of the individual handling the complaint for the business, together with details of the business's internal complaints handling procedures. If possible we will resolve your complaint by the end of the same business day, but if it requires further investigation we will aim to have a resolution and issue a final response within 5 working days. We may decline to consider a complaint that is made more than six months after the complainant became aware of the cause of the complaint. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider
Step 2
If your complaint is still unresolved within the 5 working days we will within 4 weeks of receiving the complaint we will either send
a) final response or
b) holding response, which will explain why we are not in a position to resolve the complaint and indicate when we will make further contact (which will be within eight weeks of receipt of your complaint).
Step 3
If after 8 weeks we are still not in a position to make a final response we'll write to you giving the reasons why not and indicate when we expect to be able to give you a final response.
At this time, if you believe that your complaint has not been fairly or effectively dealt with, you may refer the complaint to the Claims Management Regulator*. They are responsible for claims management regulation and will be able to assist in the settling of the dispute
Claims Management Regulator
If you are not satisfied with our final response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Claims Management Regulator
57-60 High Street
Burton On Trent
Staffordshire
DE14 1JS
info@claimsregulation.gov.ukTel: 0845 450 6858