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Complaints Policy
Concilium Finance Ltd is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.
Complaints Procedure
If you have a complaint, please contact Elan Diamond, Director. You can write to him at:
Concilium Finance Ltd, 130 Shaftesbury Avenue, London, W1D 5EU.
Next Steps:
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.
We will record your complaint within a day of having received it.
We will acknowledge your reply to our acknowledgement letter and confirm what will happen next.
We will then start to investigate your complaint. This will normally involve the following steps:
- We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request
- We will then examine the member of staffs reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply
Elan Diamond will then invite you to meet him to discuss and hopefully resolve your complaint.
Within 2 days of the meeting Elan Diamond will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Elan Diamond will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
At this stage,if you are still not satisfied you can write to us again, another Director of the Company will review Elan Diamonds decision within 10 days.
We will let you know of the outcome of this review within 5 days of the end of our review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the REC, the industry trade association, of which we are a member by writing to the Professional Standards Team, REC, 15 Welbeck Street, London, W1G 9XT
Concilium Finance Limited is a company registered in England and Wales with company number 05387887.
