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Complaints Procedure

We’re here to help

At Paycare we aim to provide the highest possible standard of service to all of our customers. However, there may be occasions when something goes wrong in the delivery of a service. If you are unhappy with any aspect of our service please let us know. This is of vital importance to us in our aim of delivering on going improvements in our service to you.

Whenever possible, we will ensure that the root cause of the complaint is addressed and resolved for the individual customer and for other customers.

If you need to make a complaint

We’ll aim to resolve your complaint quickly and efficiently. We want to:

  • Make it easy for you to tell us about your complaint
  • Carry out a full investigation
  • Consider our decision carefully
  • Explain our conclusions to you clearly
  • Ensure you’re treated fairly
  • Learn from our mistakes

How soon will we deal with your complaint?

We will contact you initially within five business days of receiving your complaint. We will either send a full reply or an acknowledgement letter which will tell you:

  • Who will be dealing with your complaint
  • When we will contact you again

If your complaint is particularly complex, we may need time to investigate it more fully. In these cases, if we’ve not sent you a full response within four weeks of receiving your complaint, we’ll contact you again to let you know how our investigations are on-going.

We resolve all complaints in a fair manner, and our final response will explain our conclusions to you clearly. However, if you’re unhappy after receiving our final response, or we haven’t resolved your complaint eight weeks after you first told us about it, you may have the right to refer your complaint to the Financial Ombudsman Service.

If you are unhappy with our final response and wish to refer to the Ombudsman, you must do so within six months of the date of our final letter.

You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123
Fax: 020 7964 1001

How to contact us

We want to make it easy for you to contact us in a way that suits you. If you are dissatisfied with our
service you can let us know by:

Telephone: 01902 371000
In writing: Compliance Manager, Paycare, Paycare House,George Street, Wolverhampton WV2 4DX

Please provide us with your name, address and policy number together with full details of your complaint.