Customer Complaints Procedure

Our aim is to always provide an exceptionally high level of service to all our customers. Where customers are not satisfied with the service they have received from us please send a written complaint to us by email: lesley@tracerfinance.co.uk Telephone: 07557-123926 or by post to our office: FAO: Lesley Carter, 63 Thrasher Road, Aylesbury, Bucks, HP21 8DU.

Our aim is to resolve any complaint at the earliest opportunity and provide a satisfactory solution as quickly as possible. Any claim that is resolved by close of business on the day following receipt of the complaint is automatically a non-reportable complaint. If a complaint cannot be resolved by close of business on the day following receipt of the complaint a written response will be provided to confirm receipt of the complaint, and next steps to ensure the complaint is being dealt with.

Tracer Finance will carry out an investigation into the complaint within 8 weeks on receipt of the complaint. On or before the end of 8 weeks after receipt of the complaint we will confirm in writing the following: a redress, remedial action, or rejection of the complaint and our reasons for our decision. We will also inform you how to pursue your complaint to the Financial Ombudsman Service if you are not satisfied with the outcome.

Your complaint will be closed if we do not receive a follow-up response within 15 working days. A letter of summary resolution communication will be sent to confirm receipt of the complaint and the complaint will be considered resolved.

 

A record of all complaints will be recorded and kept for a minimum of three years in our complaint log.