Complaints Procedure

We want to:

• Make it easy for you to tell us what went wrong
• Give your complaint the attention it deserves
• Resolve your complaint fairly and without delay
• Make sure you are satisfied with how your complaint was handled

How and where to complain

If you are not satisfied with any aspect of our product or service you can tell us about your complaint in the following ways:

• In person: Outback 365 Ltd
• In writing: Please write to us at the address below and address your letter to The Complaints Manager
• By telephone: 028 87470303
• By email: info@outback365.co.uk

How long will it take?

We will aim to resolve your complaint straight away. If we can’t, we will write to you within 14 business days to tell you:

• Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

If we cannot reach agreement with you

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will either:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision; or
• Issue our final decision letter which will explain our final position.

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis. If you need an update, please call the number above and ask to speak to the person dealing with your complaint.

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter – or if 8 weeks have passed – you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. They will acknowledge your complaint, investigate it thoroughly, and issue their response within eight weeks.

What to do if you can’t reach an agreement

If you are not satisfied with their response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.

Financial Ombudsman Service

If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk