Interbacs Customer Complaints Policy 2017

At Interbacs we are committed to high standards of integrity and do everything we can to ensure our customers and partners receive an excellent service. However, there may be times when we don’t get it right and we need to know. If you’re not 100% satisfied with the service or product, we would like to hear about it straight away. By informing us of your concerns it gives us the opportunity to put matters right for you and improve our services to all our other clients. If you would like to make a complaint, we will give it our full attention and ensure it is dealt with by someone from our Bacs Customer Services team with the right knowledge and experience.

How to make a complaint

By telephone

You can call the Customer Services team on 0161 667 0758. We are available to take your call Monday to Friday 9:00am to 5:30pm. Please have your account information to hand when you call.

In writing

Please address your letter “FAO The Head of Customer Services” to:
Interbacs LTD
Warren Bruce Court
Warren Bruce Road
Trafford Park
Manchester
M17 1LB

By email

Please email customerservices@interbacs.com to make a complaint by email and please include as much information about the issue as possible. Or alternatively leave us your contact details for us to get in touch.
What you will need to tell us
In order to resolve your complaint straightaway, we need as much information as possible. To help us do this, please include the following information when you contact us:
1. Name, address and contact details
2. Full details of the complaint
3. Your reference number and/or Service User Number (SUN)
4. Evidence of any perceived losses you have suffered
5. What you would like us to do to put things right

What happens next?

We will do our best to resolve your complaint by the close of business on the third business day. If this cannot be achieved, we will follow a step-by-step approach as outlined below:

Step 1

We will formally acknowledge receipt of your complaint in writing within 5 (five) days and state our aim to resolve your complaint within 8 (eight) weeks of receipt of your complaint.

Step 2

We will update you with our progress within 4 (four) weeks of receiving your complaint and we will inform you of when we will be able to make our final response.

Step 3

Within 8 (eight) weeks, we will aim to resolve your complaint in our final written response, either by accepting the complaint or not, but still offering redress, or by rejecting the complaint, giving the reasons for this.

What happens if I’m not happy?

However, if following receipt of the final response, you remain dissatisfied with our resolution, you may then refer your complaint to the Financial Ombudsman Service. You must do so within 6 (six) months.
If we are unable to resolve your complaint within 8 (eight) weeks, we will write to you to explain the reason why and indicate when we expect to be able to do so. We will also inform you that you may refer your complaint to the Financial Ombudsman Service, contact details below:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Telephone: 0300 123 9123

Any other questions

As mentioned before, we pride ourselves on offering the highest quality service and and to ensure that we are constantly improving that standard. If you would like to get in touch with us our lines are open Monday to Friday 9am to 5:30pm but unfortunately we are closed on weekends and bank holidays. So speak to one of our consultants today by calling 08444 127 180 or emailing: customerservices@interbacs.com. Or you can also find additional information and updates on our social media pages, LinkedIn, Youtube, Twitter, Facebook and Google+.

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