If we fall below expectations, we encourage customers to let us know. Below we set out our complaints handling procedure for your information.
1. The provision of our tax refund service is an unregulated activity and therefore outside the jurisdiction of the Financial Conduct Authority and Financial Ombudsman Service. Complaints shall be assessed internally and may be made either:
a. in writing to Allegiant Finance Services Ltd, 400 Chadwick House, Warrington Road, Birchwood Park, Warrington WA3 6AE
b. by e-mail to firstname.lastname@example.org
c. by telephone to 0345 544 1563
in respect of a claims management service that we have provided.
2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the team who will be handling the complaint. Wherever possible, the individual completing the investigation will not have been directly involved in the matter which is the subject of the complaint. They will have the authority to settle the complaint.
3. Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.
4. Where we decide that redress is appropriate, we will provide you with fair redress for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always result in a monetary award.