mayfair

Mayfair Debt Complaints Procedure

 Mayfair Debt have an appropriate and effective internal complaints handling procedure.

 What to do if you have a complaint:

• Complaints may be made in writing, by e-mail, by telephone to Complaints department, Mayfair Debt, 6 Sharoe Green Lane, Fulwood, Preston, Lancashire, PR2 8ED. Telephone: 01772 788276. Email:

info@mayfairfinances.co.uk

How we handle your complaint:

We have the right to decline a complaint that has been made more than six months after you became aware of the cause of the complaint.

We will send a written or electronic acknowledgment of a complaint within five business days of receipt, giving the name of the individual handling the complaint together with the Mayfair Debt’s internal complaint handling procedures.

• Within four weeks of receiving a complaint, we will send you either:

a) a final response or

b) a holding response, which explains why we are not yet in a position to

resolve the complaint and indicates when we will make further contact with

you.

• Within eight weeks of receiving a complaint we will send you either:

a) a final response; or

b) a response which:

i. 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; and

ii. informs you that you may refer the handling of the complaint to the

Claims Management Regulator if you are dissatisfied with the delay.

Our Complaint Procedures availability

Mayfair Debt’s complaints procedures are on its website and a copy can be supplied on request and we will automtatically supply a copy when we receive a complaint.

Where we decide that redress is appropriate, we will provide you with fair compensation 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 involve financial redress. It may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.

If you are not happy with our final response please let us know and we shall take the matter up with senior management. 

If we cannot reach an agreement

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks,

you may refer the complaint to the - Claims Management Regulator, 57-60 High Street,

Burton-upon-Trent, Staffordshire, DE14 1JS. Telephone 0845 450 6858. Email

info@claimsregulation.gov.uk

The Regulator can review the handling of the complaint and can give a direction on further

handling of the complaint. However, he cannot determine a complaint or award

compensation.