At Wombat, we take care to maintain high standards of service. When we become aware of client concerns or unease we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.
Michael Newman is the nominated point of contact for handling your complaint. He will take an objective view of the complaint and will investigate your concerns within the timescales explained in this document.
Upon receipt of a complaint we will do all we can to resolve your concerns within three business days, and confirm this to you in writing. If we can’t do this we will write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.
When acknowledging your complaint, especially in the case of an oral complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.
After eight weeks, if a final response letter has not already been sent to you, you will receive;
Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will however, pursue information on a regular basis. You can read more about the service the FOS provide on their website (http://www.financial-ombudsman.org.uk). Alternatively, you can use the Online Dispute Resolution Platform.
In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:
I hope this explains how we will deal with your concerns and respond to them within a reasonable timescale, keeping you up to date with our progress as we do so. If you have any questions, you can contact Michael directly – contact details below.
You can address complaints to the following address:
By email: firstname.lastname@example.org ;