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Complaining about financial products and services
If you are dissatisfied with any financial service or product you have bought you should take this up with the provider of this service or product. All organisations should have a complaints procedure and they should help you with making a complaint. If you cannot resolve the issue with the provider, contact the Financial Services Authority or Financial Ombudsman Service with your complaint.
How to make a complaint
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What do you want the other party or company to do about it? What do you hope to achieve? Try to be as specific as possible.
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If you want a refund or financial compensation, you are more likely to succeed if the amount you ask for is reasonable.
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It will help if you can be clear about what has happened. It is helpful to have this in writing. If you find it difficult to write it yourself, consider asking someone you trust to do this for you, for example, a friend or family member, your carer, your local Mind association, or your social worker.
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Keep a list of dates when you talked to someone from the company your are addressing your complaint to and include names of people you talked to.
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If you have letters or documents that can support your case, include photocopies of them when you send the letter of complaint. If you have meetings with anybody about the case, bring the documents along.
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You may have the option of complaining in person, over the phone or in writing. It is usually best to make a complaint in writing. That way you will be able to think through what to say and you will have an accurate record of what has happened and what you are asking for. If you complain in writing, the company will also have to respond to you in writing. This can be very useful if you want to ask others for advice on what to do next.
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You may be very angry about what has happened. You may also have very good reasons for being angry. However, it is important to try to keep emotions out of any letters you write.
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Try to keep letters you write as short as possible. It can be helpful to write using bullet points.
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Keep copies of any letters you send.
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If you want to make a complaint, do it as soon as possible. If you don't complain within certain time limits, your claim may be rejected.
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Don't be fobbed off - you have a right to complain.
What to do if you have problems dealing with your fuel supplier
If you're having trouble sorting out difficulties with your fuel supplier you can contact Energywatch, the consumer watchdog for gas and electricity. They offer free, impartial advice and can take up complaints on your behalf.
Energywatch has a helpline on 0845 9060 708 (RNID typetalk service for people who are deaf or have speech and hearing difficulties: 18001 0845 9060 708). The helpline is open between 8.30 am and 7.30 pm from Monday to Friday and from 9.00 am to 1.00 pm on Saturdays (closed on Sundays and bank holidays).
Useful websites:
Directgov gives an overview of how to complain about a financial product or advice.
Directgov also provides information about how to use the Financial Ombudsman Service website.
Some websites offer information and support on how to make a letter of complaint. The Financial Ombudsman Service offers general information on how to make a complaint if you fall out with your bank, insurance or finance company. It includes a useful form you can use if you want make a complaint.
Which? offers specific information about how to make a complaint if you believe that you have been mis-sold payment protection insurance (PPI). See their template for a PPI complaint letter.
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