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Complaints Procedure

QuoteSupermarket are committed to addressing and resolving any customer concerns in a timely and efficient manner. Upon receipt of a complaint (whether by letter, telephone, email or in person) details will be passed on the date of receipt to the Director who is responsible and has the necessary authority for dealing with such matters.

Timescales

QuoteSupermarket will send a written acknowledgment of the complaint within 48 hours of receipt providing the name of the individual handling the complaint for the business together with a copy of this Complaints Procedure.

Within 6 weeks of receipt of the complaint QuoteSupermarket will send either:

  • (a) a final response; or
  • (b) a holding response explaining why the office holder is not yet in a position to resolve the complaint and indicating a timescale for further contact.

By the end of 8 weeks from receipt of the complaint QuoteSupermarket.com will send either:

  • (a) a final response; or
  • (b) a response with a further explanation of the delay and that he or she at this stage may choose to escalate the matter by contacting the UK Financial Ombudsman Service (FOS). A copy of the Financial Ombudsman Service standard explanatory leaflet will also be enclosed. For further information, including but not limited to contact information, regarding the FOS may be obtained at http://www.financial-ombudsman.org.uk.

Exclusions

QuoteSupermarket may decline to consider a complaint that is made more than six months after the Complainant became aware of the cause of the complaint.


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