Our Complaints Procedure
How we will treat your complaint:
If you are not completely happy with our service we would like to hear about it – that way we can do
something to put it right.
At Excel-A-Rate Business Services Ltd we do everything we can to make sure our customers get the best
possible service. However, sometimes, things can go wrong.
When that happens we always encourage you to tell us about your complaint so that we can correct the
matter.
We want to:
Make it easy for you to tell us about your complaint
Give your complaint the attention it deserves
Resolve your complaint without delay
Make sure you are satisfied with how your complaint was resolved
This leaflet explains what to do if you have a complaint about the service you receive at Excel-A-Rate
Business Services Ltd. It also tells you how quickly we will deal with your complaint and who to contact
if you are not completely satisfied with our response.
How and where to complain:
If you are not satisfied with any aspect of our service or product you can tell us about your concerns in
the following ways:
In person – visit our office and speak to a member of staff. We are open between 9 am and 5 pm
Monday to Thursday and 9 am and 3.45 pm Friday
In writing – address your letter to Head of Customer Services, Excel-A-Rate Business Services Ltd,
Prospect House, 389-391 Ainsworth Road, Radcliffe, Manchester M26 4HN
By Telephone – contact us on our usual number 0161 724 2424 during office hours
By Email – enquiries@excel-a-rate.co.uk please do not include any additional personal
information in your email for security reasons. We will respond by telephone or letter for the
same reason
How long will it take?
We aim to solve your concerns straightaway. However, if we have not been able to resolve your
complaint within two weeks we will write to tell you:
Why we have not resolved your complaint
Who is dealing with your complaint
When we will contact you again
In most cases complaints will be dealt with within two weeks. We will contact you regularly until your
complaint is resolved.
If your complaint is particularly complex it may take longer to resolve. If, together, we cannot reach an
agreement by the end of eight weeks we will:
Send you a letter giving our reasons for the delay and an indication of when we expect to provide
a resolution
OR
Send you a letter giving you details of your referral rights to the Financial Ombudsman Service.
For more information please refer to the section on the Financial Ombudsman Services.
If you are unhappy with the way your complaint is dealt with
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you are
not satisfied with our action or explanation the member of staff dealing with your complaint will be
happy to discuss your concerns further.
However, if you remain unhappy you can ask for your complaint to be reviewed at a higher level. Our
Managing Director will review your complaint fully and will aim to give you a full response within two
weeks. If the investigation is likely to take longer we will keep you informed of our progress.
However you choose to contact us please quote your account number(s), your day time telephone
number and/or email address, full details of your complaint and what you would like us to do to resolve
matters. If appropriate please provide us with copies of any relevant documents such as letters,
invoices etc.
If we cannot reach an agreement
We will refer you to the Financial Ombudsman Service. You can write to them at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested
resolution or if eight weeks have passed since you first brought your complaint to our attention you have
the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial
Ombudsman Service to look into your complaint you must contact them within six months of the date of
any final response issued.
Alternatively you can telephone 0845 080 1800. Further helpful information can be obtained from
visiting the Financial mbudsman Service website on www.financial-ombudsman.org.uk.
The Financial Ombudsman Service offers a free independent service and they can help with most
financial complaints. However, there are some limitations on what the Financial Ombudsman Service
can look into and further information about this can be obtained by contacting the service direct.
Excel-A-Rate Business Services Ltd
Prospect House, 389-391 Ainsworth Road, Radcliffe, Manchester M26 4HN
Tel: 0161 724 2424 Fax: 0161 724 2468
www.excel-a-rate.co.uk enquiries@excel-a-rate.co.uk
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