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Complaints Handling Procedure

Whilst we work hard to ensure you receive an excellent level of service we all get things wrong from time to time. The only way we can get things right next time is when you let us know about it. You can help by telling us what you think of our service. We welcome all your comments, whether they are suggestions, compliments or complaints.

Most things can be sorted out by speaking to us. The sooner you tell us, the sooner we can do something about it. A phone call will usually be enough to put matters right, but if you are still unhappy, ask us to progress your complaint through our Internal Complaints Procedure. You will be put in touch with the individual who will be able to look into your concerns and they will do their best to address the problem to your satisfaction.

If you prefer you may tell us about your problem by letter, fax or email. Please write ’Complaint’ at the top of your letter and write to the Complaints manager at the address below, giving full details of your complaint including the names of the people you have dealt with and what you would like us to do to resolve the matter. Your complaint will be acknowledged in writing and a review will be carried out. You will be told what we are going to do and how long it is likely to take.

Letsure
Customer Service Centre
Letsure Limited
Granite House
31 Stockwell Street
Glasgow G1 4RZ

T 0844 561 0660
F 0844 800 5286
E info@letsure.co.uk

To allow us to give you the most help, we need you to provide us with as much information as possible. It would help if you can say what you think has gone wrong and what you think we should do to put it right. If after we have followed our Internal Complaints Procedure, you are not satisfied with the response, outcome or course of action proposed, we will provide you with a final response so that your complaint can be referred to the Financial Ombudsman Service if you wish.

The Financial Ombudsman Service is a free service, which has been set up to resolve disputes between customers and financial firms.
The Financial Ombudsman Service can be contacted at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Note:
You must refer your complaint to the Financial Ombudsman Service within 6 months of us providing our final response.