Complaints Procedure

If you're not completely happy with our service we'd like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

• Make it easy for you to tell us what went wrong
• Give your complaint the attention it deserves
• Resolve your complaint fairly and without delay
• Make sure you are satisfied with how your complaint was handled

How and where to complain

If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:

• In person: Award Leisure Limited, Spa House, Watling Street, Dordon, Warwickshire, CV92PZ
• In writing: write to us at the address above, please address your letter to The Complaints Manager
• By Telephone: 01827 897 000
• By Email: office@awardleisure.co.uk

How long will it take?
We will aim to resolve your complaint straight away but if we can't we will write to you within 10 business days to tell you:

• Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

Our Procedures
Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also:

• Acknowledge the complaint in writing promptly
• Record details on our CRM system
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response
• Provide clear deadlines to respond

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

Award Leisure Ltd
Customers may express dissatisfaction to us about our products and services. We will need to establish whether or not the complaint relates to the information given, our company or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.

Please email us to initiate a complaint.

Investigation
The complaints manager will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress
• We may take up to 8-weeks to provide a response

Eligible Complainants
It is Award Leisure policy to treat all complainants the same, however, eligible complainants, customers that have purchased goods and services using a lenders finance, are legally defined and have additional rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:

• Made by, or on behalf of an eligible complainant.
• Relating to regulated activity.
• Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

Final Response
This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Award Leisure will include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

• Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost
• Indicate whether or not we consent to waive the relevant time limits.

Complaints Settled within 3 business days

Complaints that can be settled to the customer’s satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the customer’s satisfaction under this section, Award Leisure will promptly send a ‘Summary Resolution Communication’, being a written communication from them which:

1. Refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction.
2. Inform the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
3. Provide the website address of the Financial Ombudsman Service; and
4. Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, Award Leisure may also use other methods to communicate the information where:

1. We consider that doing so may better meet the customer’s needs; or
2. They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.

Closing a complaint
We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact:
Financial Ombudsman Service

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk