Our complaints procedure
We (Tower Consulting Services Limited) are committed to providing you with the highest standards service. However, sometimes things may go wrong. We take any complaints regarding our business very seriously and will do our best to resolve your queries as soon as possible. You can tell us about your concerns by calling our Complaints Manager on 0161 273 6644 or writing us a letter addressed to Complaints Manager, Tower Consulting Services Ltd, Progress Centre, Charlton Place, Manchester, M12 6HS.
OUR COMPLAINTS PROCEDURE
Details of your complaint
Please provide the following details with your complaint:
Your name and address, your reference number with us, your phone number and the best time for a call, a clear description of your complaint, details of how you have been affected, any suggestions you have as to how the issue could be resolved.
What we will do
We aim to resolve your complaint as soon as possible. Sometimes it may take longer to fully investigate. If this happens we will do the following:
We will acknowledge receipt of your complaint in writing within 5 working days. We will start investigating your query straight away. We will keep you informed on the progress of your complaint. We aim to resolve complaints within 4 weeks. If we are not able to do so, we will write to you explaining reasons for the delay. Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within 8 weeks.
What to do if you are dissatisfied with our response
If you still remain dissatisfied with our final response or 8 weeks have passed since you first let us know about your concerns, you have the right to refer the matter to the Financial Ombudsman Service and a leaflet explaining the procedure will be sent to you with our final response. The Financial Ombudsman Service is the independent service for settling disputes between businesses providing financial services and their customers. The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
The Financial Ombudsman Service contact details
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Website: www.financial-ombudsman.org.uk. Email: complaint.info@financial-ombudsman.org.uk. Phone: 0845 080 1800 or 0300 123 9 123.
We are sorry that you have found cause for complaint but can assure you that we are committed to resolving your complaint fairly and quickly. Please give us the time to address your concerns.
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