Complaints Procedure

Introduction:

At Fundur, we strive to provide excellent service to our customers. However, we understand that occasionally issues may arise. If you are not completely satisfied with our services, we encourage you to inform us of your complaint so that we can address it promptly and improve our services in the future.

Our objectives are:

1. To make it convenient for you to share your complaint with us.
2. To give your complaint the attention it deserves.
3. To resolve your complaint fairly and without delay.
4. To ensure your satisfaction with the resolution of your complaint.

How to file a complaint:

To file a complaint, you have the following options:

1. Call us on 01908 730202. Our office hours are from 9am to 5pm, Monday to Friday (please note that we are closed on all UK public and bank holidays).
2. Email us at hello@fundur.co.uk.
3. Send a written complaint to: Fundur, Scorpio House, Linford Wood, Milton Keynes, MK14 6LY.

Timeframe for resolution:

We aim to resolve your complaint within three working days. If we are unable to meet this deadline, we will send you a written acknowledgment within five working days, informing you of the actions we have taken to address the issue. We will maintain regular communication with you until your complaint is resolved.

If we have not provided a response within eight weeks from the date you initially raised your complaint, or if you are dissatisfied with our response, you have the right to seek an independent review from the Financial Ombudsman Service.