COMPLAINTS HANDLING POLICY

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 telephoning us on 01614252190 (Mon – Fri 9am – 6pm), emailing to info@insolbaltika.co.uk, writing a letter addressed to Company Director, Tower Consulting Services Ltd, 75 Bilsborrow Road, Manchester, M14 7TH or complaining in person at our office address Tower Consulting Services Ltd, 75 Bilsborrow Road, Manchester, M14 7TH (Mon – Fri 9am – 6pm).

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. Please also provide 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 and any other information you wish to include in your complaint.

What we will do

We aim to resolve your complaint as soon as possible, but sometimes it may take longer to investigate and provide you with a response. We will start investigating your query straight away, and we will keep you informed on the progress of your complaint.

If we are unable to resolve the complaint on the spot or by the end of the next working day, we will acknowledge receipt of your complaint in writing within 5 days.  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, Exchange Tower, London, E14 9SR. Website: www.financial-ombudsman.org.uk. Email: complaint.info@financial-ombudsman.org.uk. Phone: 0800 023 4567 or 0300 123 9123.

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. If you wish the Financial Ombudsman Service to consider your complaint you need to contact them within six months of the date of our final response.

Further information:

• Information on Financial Ombudsman Service consumer leaflet can be found here
• Financial Ombudsman Service guides we use to help us to resolve a client’s complaint can be found here

This policy last updated: May 2020