Complaints
We value all feedback about our business whether it be positive or negative. As
part of our commitment to treating customers fairly we will deal with all complaints
quickly and fairly. As part of that the following is our published complaints
procedure.
- You can complain in writing, by email, through our text chat system or verbally
- All complaints are investigated by customer services director
- All complaints will be acknowledged on the day of receipt
- Complaints that relate directly to Questor and the service that we have provided
will be investigated and responded to within seven working days
- Complaints that relate to a service or product provided to our clients by a third party
will be dealt with in twenty-one days of receipt
- If we can not meet our deadlines we will write to you and explain the reason
for the delay
- If you are not satisfied with the way in which we have handled your complaint or
disagree with our findings we will provide you with further steps that you can take
including lodging a complaint with the Financial Ombudsman Service.
- Suitable redress will be offered where a complaint is upheld