We pride ourselves on delivering a high standard of customer service to all our clients, and this is supported by our strong company policy on no cold calling. If however you are unhappy with the service you received from LITKRAFT, please let us know so that we can learn and improve from your suggestions.
- All formal complaints received by letter, e-mail, fax or telephone will be passed to LITKRAFT’s Complaints Officer on the day of receipt.
- Our Complaints Officer will send a written acknowledgement of the complaint within five business days of receipt, along with details of the LITKRAFT’s internal complaints handling procedures.
- Within four weeks of receiving a complaint, the Complaints Officer will send either:
- A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
- A holding response which will explain why the business is not yet in a position to resolve the complaint, along with details as to when you can expect further contact about the matter.
- Within eight weeks of receipt of a complaint, the Complaints Officer will send either:
- A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
- A response explaining that the business is unable to make a final response, reasons for the delay and a timescale for providing a final response will be given.
LITKRAFT may decline to consider complaints that are made more than six months after the complainant became aware of the cause of complaint.
The details for the Financial Ombudsman are as follows:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
Online: https://www.financial-ombudsman.org.uk/
Tel: 0800 023 4567
