Customer Complaints Policy

Interbacs Customer Complaints Policy 2019

Interbacs Customer Complaints Policy 2019

At Interbacs we are committed to high standards, we do everything we can to ensure our customers and partners receive an excellent service.

Please let us know if you have been left unsatisfied with our service or one of our products. Not only will we be able to resolve your issue, but we can also improve our service for all other customers as well.

If you would like to make a complaint using any of the following channels, someone from our BACS Customer Services team will be in touch to help.

Telephone:

Call our Customer Services team on 0161 667 0758. We are available Monday to Friday 9:00am to 5:30pm.

If you have your account information to hand it will help us resolve your issue faster.

Email:

Please send any complaints to: Customerservices@interbacs.com

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

What you will need to tell us

To help us resolve your issue as soon as possible, please include the following information in your complaint:

  • Name, address and contact details
  • Details of the complaint
  • Your reference number and/or Service User Number (SUN)
  • Evidence of any losses you have suffered
  • What you would like us to do to put things right

What happens next?

Complaints will take three working days to process, if the issue is not solved after this period, we will follow a step-by-step approach as outlined below:

Step 1

We will formally acknowledge receipt of your complaint in writing within five working days. Within this receipt we will outline our aim in resolving the issue within fifteen business days.

Step 2

Within the fifteen days, we aim to resolve your complaint in our final written response. At this stage hopefully you are satisfied by our response.

Step 3

In exceptional circumstances, we may not be in a position to resolve your complaint within this time frame. In this instance we would send you a letter confirming we cannot resolve the complaint.

What happens if I’m not happy?

If our response leaves you dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service. This must be done within six months.

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