Customer Complaints Handling Procedure
Making a Complaint
At the Zinc Group Ltd. we take customer feedback and any complaints we receive very seriously. If you are unhappy with the service you have received please tell us as soon as possible about your complaint so we can try and put things right.
To refer a complaint to the Zinc Group Ltd., please contact us on:
The Zinc Group Ltd.
58 West Regent Street
Or telephone directly on 0141 301 1055
To assist us in dealing with your complaint please provide the following:
• The facts of your complaint (in the order of events) including the date and time the problem arose.
• Your full name, contact details and your customer reference number.
• How we can make things right.
Acknowledging your Complaint
If your complaint cannot be resolved by the close of three business days following its receipt, we will acknowledge your complaint in writing within five working days of receipt and a full investigation will follow. We will also enclose a copy of our Complaints leaflet.
Client related Complaints
Where we believe the complaint would be best investigated by our client, we will notify you immediately (via a final response) and we will forward the complaint to our client.
Investigating your Complaint
Your complaint will be investigated as quickly as possible. We may ask you to submit copies of documentation and additional information to assist us with our investigation.
Your complaint will be investigated and we will make every effort to issue a final response as quickly as possible. We may ask you to submit copies of documentation and additional information to assist us with our investigation.
If we are unable to issue a final response within 14 days from receipt, we will write to you to provide an update. Otherwise, if the complaint remains unresolved at 28, or 42 days from receipt you can expect to receive subsequent updates. A final response will be issued no later than 8 weeks from receipt, setting out our conclusions.
In the unlikely event we are unable to resolve your complaint within eight weeks from the date received, we will write to you explaining why. We will advise you of your rights to refer your complaint to the Financial Ombudsman Service (or alternative) if you remain dissatisfied.
Before doing so, please contact us so that we can review our response. This does not prohibit you from referring your complaint to one of the organisations highlighted below:
Financial Ombudsman Service (FOS)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
Fax: 020 7964 1001
Note: The Financial Ombudsman Service (FOS) offer a dispute resolution service free of charge for accounts regulated by the Consumer Credit Act 1974 (amended 2006). Typically these accounts include bank accounts, loans and credit cards.
If you refer your complaint to FOS you must do so within six months of the date of the final response letter. An explanatory leaflet will also be provided which provides further information about the Financial Ombudsman Service.
Accounts that are non-regulated do not fall under the remit of the FOS. If your complaint is related to a non-regulated account (e.g. telephone, internet, gas, electricity, water accounts etc.) and you remain dissatisfied with our final response, you can alternatively contact the Credit Services Association:
Credit Services Association (CSA)
2 Esh Plaza
Sir Bobby Robson Way
Newcastle upon Tyne
0191 217 0775
Fax: 0191 236 2709