Complaints Handling Charter
At Bibby Financial Services we are committed to providing the highest levels of client service.
However, things can inevitably go wrong from time to time and when this happens we want to make it easy for our clients to tell us about their concerns and in doing so allow us the opportunity to put things right as quickly as possible and improve our services for everyone.
Our step-by-step process:
Step 1: Let your usual point of contact know
Please inform us of your complaint and how you think it should be resolved:
-
By calling your credit controller or client manager
-
Via e-mail
-
By writing to the office where your account is managed
At this stage, we will aim to do our best to resolve your complaint with 48 hours and call you to explain what we have done to put things right. We will also put our response in writing to you.
Step 2: Complaint Escalation
Our aim is to resolve your complaint within 48 hours, however, if this is not possible it will be passed to a senior manager who will investigate further and aim to provide a solution within a further 48 hours.
Finally, if your complaint has still not been resolved satisfactorily, it will be escalated to a senior Director who will contact you to discuss your concerns and provide a solution within 10 working days.
Step 3: Feedback
We will follow up your complaint to ensure you were happy with the way in which it was handled and take on board any feedback you may have.