A written acknowledgement of receipt of the complaint, giving the name and title of your Complaint Handler will be issued to you within 5 working days of the receipt of a complaint. At that point, we will inform you of the name and job title of the individual handling your complaint.
This acknowledgement will also include:
A summary of our Complaints Procedure
Information about your right to refer your complaint to the Legal Ombudsman if you are not satisfied with our response
During the course of the investigation of a complaint
You will be kept informed of developments during the duration of the complaint handling process in writing or by telephone. All verbal conversations and communication with you will be recorded.
A final response will be sent to you within 8 weeks of receipt of the original complaint.
If the complaint cannot be resolved within this timescale, for whatever reason, a letter will be sent to you which explains our position, why we are not able to make a final response at this point in time and when we will be able to provide a final response.
In addition, you will be informed, in writing, that you may refer your complaint to the Legal Ombudsman if you are dissatisfied with the delay or within 6 months of the date of our final response.
If you wish to complain, please call us on [tel: 0208 392 2100 or email: email@example.com] or in writing to:
PPI Winners Limited
The Court Yard
286 Upper Richmond Road
The Legal Ombudsman can be contacted in writing at: Edward House
or by phone on: 0300 555 0333
or you can visit the website at: www.legalombudsman.org.uk