What to do if we don’t get it right 

 

We always aim to provide excellent customer service and when that doesn’t happen we want to know why. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

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If you are not happy with the service that you have received please contact a member of our team either by e mail, telephone or letter at the following address:

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Complaints Officer
Compliance Department
UrbanSpencer

22 The Courtyard

Montpellier Street

Cheltenham

Gloucestershire

GL50 1SR

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Email: complaints@urbanspencer.com

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We will investigate your complaint, and, unless we are able to resolve it to your satisfaction within three business days of receiving it we will deal with your complaint as follows:

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A written acknowledgement will be sent to you within a maximum of five business days of receipt of your complaint. This will provide the name and job title of the individual who is handling the complaint and include details of UrbanSpencer's internal complaints handling procedures.

 

We will investigate your complaint as a matter of urgency, and respond at the earliest opportunity. However, some complaints can take longer to investigate, and our regulator requires us to handle your complaint fairly and in a timely manner. Therefore, we will undertake to operate the following maximum timescales.

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Within 4 weeks of receiving a complaint, we will send you either:

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• A final response; or

• An explanation as to why we are not yet in a position to resolve your complaint and indicating when we will make contact again

 

​Within 8 weeks of receiving your complaint, we will send you either:

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• A final response which:

   

Informs you of the outcome of our investigation into your complaint and that you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with our response we will enclose a copy of a leaflet explaining the Financial Ombudsman Service.

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• A response which:

 

​Explains that UrbanSpencer is still not in a position to make a final response, provides reasons for the delay and will indicate an anticipated resolution date; and inform you of your right to refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

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Should you be unhappy with the resolution to your complaint you may contact the Financial Ombudsman Service, who can be contacted at the following address:

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Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 0234 567

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Please note that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.