Liberis Customer Complaint Policy
At Liberis we do everything possible to make sure that our customers receive the best possible service and are treated fairly. There may be times, however, where we do not get things right the first time and the service you receive falls short of both of our expectations.
If you are not completely happy with any aspect of our service, please let us know. We welcome your feedback as it gives us both the opportunity to put things right and also to make improvements to our customer service in the future.
How to make a complaint
The first course of action is to pick up the phone and let us know what you’re unhappy about. Misunderstandings can often be sorted out on an informal basis – we may be able to iron out the problem straight away. You can tell us about your concerns by calling us on 01276 944 512 (mobile friendly number). If you prefer, write to us at email@example.com or you can tell us about your concerns by contacting us as follows:
1 Hammersmith Broadway
We will work diligently to resolve your complaint and provide you with a full response as soon as possible.
If we are unable to resolve your complaint straight away, we will promptly acknowledge receipt of your complaint.
If your complaint isn’t fully answered within four weeks of receipt, we will contact you to let you know why we have been unable to provide you with a full response. We will also let you know the anticipated time by which we aim to provide a full response.
Our aim is to provide you with a final response to your complaint within eight weeks of receipt. If this is not possible, we will contact you again to let you know what timescales we are endeavouring to work to. At this point we will also let you know whether you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). The role of the FOS is to settle complaints between financial businesses and their customers. You will need to qualify as a Micro Business which the FOS define as:
“Micro-enterprises” (an EU term covering smaller businesses) can bring complaints to the ombudsman as long as they have an annual turnover of less than two million euros and fewer than ten employees
Our final response will contain a full explanation of our findings.
If you’re still not happy
If you’re not happy with our final response, or you have not received a final response from us within 8 weeks, you may have the right to refer your complaint to the FOS. We will let you know if this is the case.
If you do have referral rights (so qualify as a Micro Business, as defined in the previous paragraph) you must contact the FOS within 6 months of the date of our final response.
FOS contact details:
The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall
London E14 9SR
Tel – 0845 080 1800
– 0800 023 4567 (free from a landline)
– 0300 123 9123 (‘mobile friendly’)