able2buy | consumer

Complaints

We take all of our client's concerns seriously and will do everything that we can to reach a reasonable and fair solution.

Your retailer is your first point of contact and they will try to resolve any problem for you. If you can not reach a solution with the retailer, please contact our help desk on 0871 221 1209 and we will do our best to find a solution for you.

If the matter is unresolved, your complaint will be investigated for you by the Risk & Compliance Manager, who will discuss the detail of your concerns with you, by phone where possible, to make sure that we understand the situation. You can contact the Risk & Compliance Manager by phone 0844 826 6320 or email compliance@able2buy.com.

A thorough check of records, documents and Processing System notes will be made to establish what has taken place.

The details will be reviewed with the Senior Management of the company to confirm what action is to be taken.

We will then write to you with our response and we would hope to have an answer for you within 2 to 3 working days. However, we will take as much time as is necessary to get a complete and fair answer for you. Should there be any significant delays, for example if we have to write to another company for information, we will contact you to let you know of any delay and the reason for it. We will, in any case, have a final response for you within 8 weeks of your complaint.

When you have received our final response, you may wish to refer your complaint to the Financial Ombudsman Service, which is a free and independent service for resolving disputes with financial firms. They will liaise with us on your behalf and will then let you know directly of their decision. You will need to contact the Financial Ombudsman Service no later than 6months from the date of our final reply to you.

Phone 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk