Tamar Finance Ltd are committed to providing products and services of the highest standards, that's why we really value your feedback. Letting us know when you're not happy gives us the opportunity to put matters right for you and improve our services for everybody.
This complaints procedure is aimed at resolving complaints quickly and satisfactorily.
How to make a complaint:
If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with your Account Manager. Should you be dissatisfied with the explanation he or she has provided to you then your complaint will be referred to the company's Compliance Department. Written complaints should be addressed to the Compliance Department.
Please provide us with:
How we will action your complaint:
We will acknowledge your complaint in writing within 5 working days, if we cannot resolve it immediately
The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint with your Account Manager as appropriate.
Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. It is the company's objective to resolve a complaint satisfactorily within 10 working days although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.
Financial Ombudsman Service:
If you are not satisfied with our final response or eight weeks have passed since your initial complaint, you may be eligible to refer the matter to the Financial Ombudsman Service (F.O.S.). The F.O.S. provides a free independent service for customers to solve disputes in the financial services industry. They will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you. The F.O.S. can be written to at:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
Your Rights:
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek an independent form of advice.
Our correspondence address is: Tamar Finance, 12 Drake Mill Business Park, Estover Road, Plymouth PL6 7PS.