Complaints Procedure
If you wish to raise a complaint, we will adhere to this procedure.
Please email us on contactus@themisglobal.co.uk and include the word ‘complaint’ in the subject field. Alternatively you can call us on 0345 218 5225. Calls to this number will be charged by your service provider at the same rate as dialling a normal 01 or 02 number and is usually included in any inclusive minutes package you may have (please check with your service provider).
Making a Complaint about our Client
If your complaint is in relation to one of our clients products or services, their complaints procedure will supersede ours. we will forward the complaint onto our client (where possible) and they will take ownership of the complaint. If you require a copy of their complaints procedure, please contact them directly.
Making a Complaint directly about Themis
We endeavour to provide our client’s customers with excellent service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the service that we provide we will do the following.
What to expect from us
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.
Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within 5 working days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the subject matter of the same.
We endeavour to issue you with a final response within 4 weeks of receiving your complaint. If this cannot be done, we will provide you with an update at this stage.
In cases where we have not sent a final response within 4 weeks, we will send one within 8 weeks of receiving your complaint. However, if for any reason we are unable to do this for reasons outside of our control, we will send you a further update and let you know when you can expect a final response.
What options do you have should you be dissatisfied with our final response?
If you’re not happy with our final response, the Financial Ombudsman Service may be able to help. We’ll explain how at that point.
If you require further information, you can contact the service directly:
Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk
If you wish to raise a complaint, we will adhere to this procedure.
Please email us on contactus@themisglobal.co.uk and include the word ‘complaint’ in the subject field. Alternatively you can call us on 0345 218 5225. Calls to this number will be charged by your service provider at the same rate as dialling a normal 01 or 02 number and is usually included in any inclusive minutes package you may have (please check with your service provider).
Making a Complaint about our Client
If your complaint is in relation to one of our clients products or services, their complaints procedure will supersede ours. we will forward the complaint onto our client (where possible) and they will take ownership of the complaint. If you require a copy of their complaints procedure, please contact them directly.
Making a Complaint directly about Themis
We endeavour to provide our client’s customers with excellent service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the service that we provide we will do the following.
What to expect from us
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.
Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within 5 working days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the subject matter of the same.
We endeavour to issue you with a final response within 4 weeks of receiving your complaint. If this cannot be done, we will provide you with an update at this stage.
In cases where we have not sent a final response within 4 weeks, we will send one within 8 weeks of receiving your complaint. However, if for any reason we are unable to do this for reasons outside of our control, we will send you a further update and let you know when you can expect a final response.
What options do you have should you be dissatisfied with our final response?
If you’re not happy with our final response, the Financial Ombudsman Service may be able to help. We’ll explain how at that point.
If you require further information, you can contact the service directly:
Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk
