Step-by-step 投诉s procedure

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, sometimes 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.

我们希望:

  • make it easy for you to tell us what went wrong;
  • give your 投诉 the attention it deserves;
  • resolve your 投诉 fairly without delay; and
  • make sure you are satisfied with how your 投诉 was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complain in the following ways:

写作:

Customer Service Manager
Watkins Distribution UK Ltd,
Hotspring House,
23 Little Boyton Hall,
Roxwell,
埃塞克斯
CM1 4 ln

通过电话: call us on 01245 249260, during our office hours (Monday to Friday, 9am – 5pm), and ask for the Customer Service Manager.

通过电子邮件: customerservice@hnerp.net

How long will it take?

We aim to resolve your complain straightaway but if we can’t, then we will write to you within five business days to tell you:

  • why we have not resolved your 投诉;
  • who is dealing with your 投诉; and
  • when we will contact you again.

We will aim to resolve your 投诉 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 01245 249260 and ask to speak to the person handling your 投诉.

If we cannot reach an agreement with you

If we can’t agree a solution with you within eight weeks, we will:

  1. Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision. OR
  2. Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all 投诉s internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your 投诉 to the Financial Ombudsman Service (FOS). Their contact details are below.

请注意: Only 投诉s relating to the sale of financial services should be referred to Financial Ombudsman Service (FOS).

The Financial Ombudsman Service (FOS)

If you would like the Financial Ombudsman Service to look into your 投诉 you must contact them within six months of the date of our final response letter.

写作:
The Financial Ombudsman Service
Exchange Tower
伦敦
老E14灯头9

电话: 0800 023 4567

电子邮件: 投诉.info@financial-ombudsman.org.uk

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

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