Customer Complaint Procedure
At Pinehill Associates Limited we aim to offer our customers a high level of service, if however you are not satisfied with the service you have received, we would like you to contact us so we can address any problems or issues.
To help make it easy for you to contact us about your compliant, you can telephone, email or write to us with the details of your complaint.
Phone: 0333 234 1626 (calls charged at national rate & included within free call packages)
Write: Pinehill Associates Limited, FREEPOST PINEHILL
We would ask that when you do contact us, please provide:
- Your full name
- Your full address, including postcode
- Your home phone number
- Your mobile phone number
- Your e-mail address
- Your date of Birth
Once we have received your complaint, we will contact you within in 5 working to resolve your complaint. If your problem is not resolved to your satisfaction in our initial communications with you, we will commence a formal investigation process.
We will write to you to acknowledge your complaint, and let you know who will carry out the investigation. We will carry out a full investigation and aim to get a response to you within four weeks of your complaint.
We will aim to send you a Final Response within eight weeks of your original complaint.
If we are unable to issue this response within this timescale we will write to you explaining why.
If you are still not satisfied with our Final Response you can refer your complaint to the Financial Ombudsman Service. You must approach the Financial Ombudsman Service within six months of our Final Response to your complaint. We will remind you of the time limit in our Final Response.
The Financial Ombudsman Service
Telephone: 0800 023 4 567 FREE
Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone
Telephone: 0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs