Complaints Procedure

1. Introduction

APG Domestic Services Ltd strives to not only provide a high-quality service but also to provide the type of aftercare to all our customers but unfortunately sometimes things can go wrong.

2. Making a Complaint

We strive to provide a quality service and workmanship, however, if you feel that we have not upheld these standards please let us know. We treat complaints with priority and aim to resolve any problem promptly and do everything we can to come to a satisfactory conclusion as quickly as possible.

Any concerns you may have relating to work carried out will be investigated fully and all complaints will be handled in an efficient, fair and confidential manner.

Ways to make a complaint

• Telephone our Customer Service Department on 01772 697166

• Use the ‘Contact Us’ page on our website

• Write to us at:
  APG Domestic Services Ltd,
  Unit 1, JBF Units, Dewhurst Row
  Bamber Bridge,
  Preston,
  PR5 6SW

• Email: mail@apgdomesticservices.co.uk

Complaints about our financial services

If you have a complaint about our financial services and credit arrangements, you should first raise it under this procedure. We will endeavour to resolve the complaint to your satisfaction within 8 weeks, depending upon the nature of your complaint. However, if you believe we have not resolved your complaint to your satisfaction, you may take your complaint to the Financial Ombudsman Service (FOS).

The below summarises the five steps of our complaints handling process:

Step 1: Acknowledging your complaint

We’ll write to you to acknowledge your complaint within 5 working days of receiving it.

Step 2: Investigating your complaint

We understand how important it is that we resolve this quickly for you, but to ensure we reach a fair outcome, we’ll need to carry out a thorough investigation, which can take time. A trained adviser will investigate your complaint.

They’ll assess the details thoroughly, fairly and impartially in order to reach a decision. To help with their investigations they may need to contact you to ask for additional information.

Step 3: Keeping you updated on our progress

Our aim is to reach a conclusion within 4 weeks of receiving your complaint, but this will depend on the complexity of your case. If we’ve not resolved your complaint by this time we’ll ensure you’re kept updated on the progress of our investigation.

Step 4: Informing you of our decision

We will always inform you of our decision in a final response letter. This letter will detail all of our findings and the rationale behind our decision. We’ll always attempt to inform you of our decision over the phone if possible too.

In the event that your complaint hasn’t been resolved within 8 weeks from the date of receipt, we’ll provide you with a written update on the progress of our investigation, explaining why we’re not yet in a position to provide you with our final response.

At this point we’ll also let you know that you have the option to refer your complaint to the Financial Ombudsman Service. We’ll send you information which contains further details on the service that they provide.

Step 5: The Financial Ombudsman Service

If 8 weeks have passed since you initially raised your complaint with us, or you’re not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.

Please note that if you’ve got a complaint you should always contact us first. The Ombudsman will only consider your case once you’ve attempted to resolve it directly with us first.

You’ve got a period of 6 months to refer your complaint to the Ombudsman. This starts from the date of the final response letter that we send to you.

Here are the contact details of the Financial Ombudsman Service:

• The Financial Ombudsman Service Exchange Tower London E14 9SR

• Telephone: 0800 023 4567 or 0300 123 9 123

• Email: complaint.info@financial-ombudsman.org.uk · Website: www.financial-ombudsman.org.uk