At Spry Finance each of our customers is important to us, and we believe that you have the right to a fair, swift and courteous service at all times. We hope we never let you down but, if we ever do, we have a robust complaints procedure that you can follow. To report a complaint you can write to us at:
38 Pembroke Road
Alternatively, you can ring us on (01) 5822 570 or email us at [email protected].
Where we receive a complaint we will deal with it promptly, effectively and in a positive manner. We will always offer you the opportunity to have your complaint handled in accordance with our formal complaints handling procedure.
Spry Finance Complaints Handling Procedure
1) On receipt a complaint we will try our best to resolve it at the time it is reported. Where further investigation is required we will acknowledge your complaint within 5 working days of receipt of the complaint.
2) We will investigate your complaint and try to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will send you an update.
3) We will endeavor to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place