COMPLAINTS

We aim to provide you as the customer with the highest standards of service. However, there may be occasions when we do not get it right, or fail to meet your expectations. If this happens we encourage you to contact us so that we can put matters right.

You can make your complaint by contacting our Customer Resolutions Team by email at complaintsUK@ucfs.net.

You can also make your complaint in writing to us at the address below.

Complaint Department
UCFS Europe Company
3 Connections House, Station Road
Biggleswade, Bedfordshire  SG18 8AL

We aim to resolve your complaint by the end of the fifth business day following receipt of your complaint. We will reply to you in the same manner in which we received your complaint. Should we be unable to resolve your complaint within five business days of it being brought to our attention, we will write to you to acknowledge your concerns by the end of eight business days. We will confirm that we will carry out a full investigation and provide you with contact details for the Customer Resolutions Team. We will provide you with an update on the progress of our investigation by four weeks if we have been unable to complete our investigation by then.

Should we resolve your complaint by eight weeks, we will write to you again with a final response letter detailing our findings. If we are unable to provide a final response at this time, we will send a letter detailing why there has been a delay and confirm when we expect to send you a final response.

In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.

Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk.