Customer Friendly
Complaints Process

An introduction to this Complaints Process

We are committed to providing a service of the highest quality and we take any complaint seriously. If at any time you wish to discuss how our service could be improved, or if you are dissatisfied with the service you have received, we hope that you will bring your concerns to our attention.

How to let us know

We will investigate any expression of dissatisfaction – whether called a complaint or not – whether justified or not, from or on behalf of an eligible complainant about the firm’s regulated business (either product and/or service) and specific service standards.

If you wish to register a complaint, please contact us:

Post: Customer Relations Department, Crystal Communications Ltd,
The Old Mill House, Dean Row Business Park, Epsom Road, Surrey KT19 9RZ

Telephone: 0800 254 9130
Email: info@crystalcommunications.co.uk

When we receive a complaint, we aim to resolve it to your satisfaction. If you become a complainant, we will do our best to resolve matters. If we are able to do this, we will write to you to let you know that we consider your complaint resolved and we will explain why. If you are not satisfied with our resolution, we will continue to investigate your complaint and keep you informed until you are satisfied or until we have issued a final response.

We will:

• Promptly acknowledge the complaint in writing (by letter or email)
• Give you a copy of the acknowledgement letter of the Financial Ombudsman Service
• Keep you informed of the progress on any points where necessary
• Fully investigate the complaint
• Consider all the evidence available
• Let you know our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will write to you after four weeks to advise on progress and not later than eight weeks. This timescale can be dependent on the complexity of the case.

Our investigation approach

We will establish the nature and basis of your complaint through detailed investigation of the issues, allowing us to:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Eligible complainants

It is our policy to treat all complainants the same; however, eligible complainants are legally defined and have additional rights that firms must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:

• Made by or on behalf of an eligible complainant
• Relating to regulated activity
• Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience

If you are not an eligible complainant, we will make this clear when acknowledging your complaint.

Complaints settled within 3 business days

Complaints resolved to your satisfaction within 3 business days can be recorded and communicated differently. Where this is the case, we will confirm to you in writing that your complaint has been resolved and we will provide you with a Summary Resolution Communication letter which:

• Confirms the fact that your complaint has been resolved and informs you of your right to refer the complaint to the Financial Ombudsman Service
• Provides the website address of the Financial Ombudsman Service and information about its availability

Complaints not settled within 3 business days

If unresolved at 4 weeks:
We will provide an update on the progress of your complaint.

If unresolved at 8 weeks:
We will provide you with either a final response or advise you of your right to escalate to the Financial Ombudsman Service.

Final response

This will set out clearly our decision and the reasons for it. If any compensation is offered, then a clear method of calculation will be shown. We will enclose a copy of the Financial Ombudsman Service’s explanatory leaflet and advise you how long you have to refer your complaint to them.

The Financial Ombudsman Service

If we do not respond to you within 8 weeks, or if you are dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service by writing to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk