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If you are dissatisfied
with any aspect of the service we provide
to you, your first step should be to contact
a member of staff at the branch/agency or
Head Office department, where all the details
should be to hand, and give them the chance
to put it right immediately.
If the member of staff feels that they are
unable to deal with the issue or if you specifically
want contact with a senior member of staff,
you will immediately be referred to our Head
of Compliance or one of our other executives
at our Head Office.
We aim to resolve all complaints by the close
of business the following day. Where this
is not possible we would acknowledge receipt
of your complaint within five working days,
explaining the reason for the delay and telling
you who will be reviewing your complaint. |
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Within 4 weeks
of receiving your complaint we would provide
you with either a full response, or a holding
response explaining why the Society is not
yet in a position to resolve the complaint
and indicating when further contact will be
made.
We will keep you updated throughout the whole
process and if we cannot agree a solution,
a final response explaining our position will
normally be issued within 8 weeks. |
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If after our
final response you are still not satisfied,
you can take your complaint to the Financial
Ombudsman Service (FOS). Our final response
letter should inform you of your right to
do so.
The Financial Ombudsman Service has been set
up by law to provide consumers with a free
independent service for resolving disputes
with financial organisations.
The Financial Ombudsman Service would only
however deal with your case after you have
given the Society the opportunity to rectify
things. Under the FOS guidelines, Kent Reliance
has up to eight weeks to deal with your complaint;
and if you are still not satisfied you must
take your complaint to the FOS no later than
six months from the date of our final response
letter to you. |
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We will keep a
record of your complaint for 3 years after
the date it is received. |
