We always strive for a great customer service experience and take every complaint very seriously. If you are not satisfied with any aspect of the credit brokerage service that you have received from Hellcat Media Limited (the Company, we, us, or our), we would like you to tell us your concerns to enable us to address them.
How can I complain?
You can send in your complaint to us by emailing firstname.lastname@example.org. Alternatively, if you want to write to us please send your complaint to The Compliance Manager, Oxford House, Oxford Road, Macclesfield, Cheshire, SK11 8HS.
What we will need from you
To help us investigate and resolve your complaint please provide us with the following details;
• Your full name, address, date of birth and telephone number
• The full details of your concern. Please provide as much details as possible
Please note that we cannot deal with complaints regarding the service provider or any lender or broker we may refer you. You will need to take up such complaint directly with them.
How long will it take?
Upon receipt of your complaint we will do our best to resolve your complaint by the end of the next working day.
If we cannot do this, we will send you an acknowledgement within 5 working days of receipt and let you know who is dealing with it.
We will keep you informed of the progress of the investigation by writing to you no later than four weeks after receiving your complaint, to let you know the outcome of our investigations. If for some reason we have been unable to reach a resolution at this stage and further investigations are required, we will write to you at this stage informing you of the reasons for the delay.
We are committed to ensuring that you receive a final response letter within eight weeks of the Company receiving your complaint.
If you are still not satisfied
If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you:
• You can ask us for a formal review by contacting our Complaints Manager; and / or
• You can ask the Financial Ombudsman Service (FOS) to review your complaint. You may contact FOS following the passing of eight weeks after making a complaint. You have a maximum of 6 months from date of receipt of our final response within which to contact FOS.
Please note, even if you have asked for your complaint to be reviewed by the Company, you still have the right to contact the FOS.
To request a formal review of our complaints procedure, please contact the Complaints Manager on:
The Compliance Manager, Oxford House, Oxford Road, Macclesfield, Cheshire, SK11 8HS.
To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Square, London, E14 9SR. Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) and 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). Email:email@example.com. Website: http://www.financial-ombudsman.org.uk
European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/