Frontline Associates Ltd Complaints Procedure

Complaints Handling Procedure

It is the aim of Frontline Associates Ltd to provide a very high standard of service to every one of our customers. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you so we can resolve it. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: customerservices@carmmunity.co.uk

Telephone: 01773 230 115

Or write to us at: The Innovation Centre Medway, Maidstone Road, Chatham, Kent, ME5 9FD

To help us to investigate and resolve your concerns as quickly as possible, it would be helpful if you can have the following information to hand:

· Your full name and contact information

· Full details of your complaint

· Details of what you would like us to do to put things right

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next working day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).