How to complain
A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.
Complaints Policy
Background
Scotcash strive to provide a good quality service and if things go wrong we want to know about them so we can put them right and learn from them. This will help us to improve our service.
This Policy recognises the FCA guidelines and the Scotcash “Treat Customers Fairly “Policy.
What is a Complaint?
A complaint is an expression of dissatisfaction, however made, which suggests failure by Scotcash to perform a function or provide a service in line with stated practices and policies.
A complaint gives us the opportunity to:
- put something right which has gone wrong
- to restore the service to the required standard
- to ensure that faults are acknowledged and to
- provide a remedy
Principles of the Scotcash Complaints Procedure
The complaints procedure is built upon the following principles:
- Fairness
- Openness
- Partnership
- Transparency
- Based on Legal Rights, Including Right of Appeal
- Confidentiality - to protect all concerned
Taken together these principles create a system which is committed to service improvement, and which protects the interests of everyone concerned. It is based on legal rights and the highest standards of public service. All complaints and concerns will be investigated and action taken as a result, wherever appropriate.
How long will it take?
If a complaint has not been resolved by close of business the day after we receive it, we will write to the customer , either to acknowledge receipt of the complaint, or to respond on the matters which been have raised. We will do this within five working days of receiving the complaint.
Whilst a complaint is being investigated, we will provide regular updates on the progress of the investigation, both by telephone and in writing to the customer
Complaints are to be resolved within 30 days. If we are unable to resolve it within 30 days, we will write to the customer explaining the reasons for the delay and give an indication of when we expect to be able to provide a resolution. At this point if the customer is unhappy with the progress, they may refer their complaint to the Financial Ombudsman Service.
A customer must contact them within six months of the date of our final response letter.
They can be contacted in the following ways:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone - 0300 123 9 123
Copies of the Ombudsman Leaflet can be obtained from Scotcash Head Office.
Regular reports will be made in line with FCA regulations to the FCA.
Scotcash will collect the data around the complaints and run analysis on them to identify any systemic issues and take appropriate action. These will be recorded and details made available to the Scotcash Board of Directors. An annual report on the Scotcash Complaints Policy will be reported to the Board of Directors.
