Complaints Policy contact Us
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Call us today for a no obligation business consultation to see how we can support your business: 0161 724 2424 / NI 028 9446 5720
HOW WE WILL TREAT YOUR COMPLAINT
If you are not completely happy with our service we would like to hear about it -
The information below explains what to do if you have a complaint about the service you receive from Excel-
How and where to complain
If you are not satisfied with any aspect of our service or product you can tell us about your concerns in the following ways:
We will need to know
How long will it take?
We will contact you within 3 working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved. If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service or the ICO, dependent upon the circumstances surrounding the case. We will indicate within the communication whether we consent to waive the relevant time limits as set out in the FCA handbook (Dispute Resolution) if this is applicable.
We will keep you regularly updated about what's happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service where applicable. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
Telephone: 0161 724 2424 / Email: enquiries@excel-
If we cannot reach an agreement we will refer you to the Financial Ombudsman Service. You can also write to them at:
Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR
Consumer help line: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into and further information about this can be obtained by contacting the service direct.
Prospect House, 389-
Tel: 0161 724 2424 Fax: 0161 724 2468
Tel:0161 724 2424 / NI: 028 9446 5720 Email: enquiries@excel-
Prospect House, 389/391 Ainsworth Road, Radcliffe, Manchester, M26 4HN
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