At Bowdon McKenzie, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.
Our internal complaints procedure is designed to resolve our clients’ concerns quickly and efficiently.
How can I make a complaint?
3rd Floor, The Bloc,
Tel: 0800 694 50 50
Complaints can also be sent by e-mail to: complaintsbowdonmckenzie.com
What happens next?
You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a response will be issued within 4 weeks. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.
I’m not satisfied with the response… What can I do?
If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.
What happens next?
Your case will be reviewed by a senior manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.
If I remain dissatisfied, who can I write to?
We understand that in some instances our clients will still be unhappy with our response. In this instance you may choose to refer the matter to the Financial Ombudsman Service (FOS). There are time limits associated with this and you must contact FOS within 6 months of our final response:
Their details are as follows:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel: 0300 123 9123
As Bowdon McKenzie are members of the Credit Services Association (CSA) you may choose to contact them for mediation.
Their contact details are:
Credit Services Association
2nd Floor, Ponteland Road
Newcastle upon Tyne
Tel: 0191 286 5656