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Resolving problems

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We understand that things don’t always go to plan and that each situation that we come across is completely individual. However, if you feel that the service provided wasn’t up to scratch or you would like to make a suggestion for improvement; we want to know so we can make sure that it doesn’t happen again.

Here are the steps for our Complaints Procedure:

Here at the Marsden, we have a team to help you with any issues that you may have so please give us the opportunity to put things right and get in touch.

Step 1

The first step for us is letting us know about your complaint. You can tell us in any of the following ways:

  1. By visiting one of our branches
  2. By calling the Complaint Administrator on 01282 440542 or 01282 440574
  3. By writing to the Complaint Administrator at the Society’s Principal Office, 6-20 Russell Street, Nelson, Lancashire, BB9 7NJ
  4. By email complaints@themarsden.co.uk

Step 2

Where possible we will attempt to resolve the complaint within 3 business days following receipt of the complaint from you. Where we resolve your complaint, you will receive written communication in the form of a ‘Summary Resolution Communication’. This provides you with information on the Financial Ombudsman Service (FOS) should you decide that we haven’t resolved your complaint to your satisfaction.

Step 3

If this is not possible a written acknowledgement will be issued promptly, and in any event not later than 5 working days after receiving your complaint. This will confirm which member of staff is dealing with your complaint and will include a copy of the Society’s internal factsheet ‘Making a Complaint’ for information.

Step 4

Following investigation of your complaint we will write to you, no later than eight weeks from the date we have received your complaint, with either a Final Response which confirms whether we have accepted or rejected your complaint and where appropriate offer redress, or a Holding Response which confirms why the Society is not yet in a position to resolve the complaint and indicate when we anticipate being able to provide you with a Final Response.

Step 5

In the unlikely event that you don’t get a response from us within the eight week period or if you are not satisfied with the final response issued, you are entitled to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

The Financial Ombudsman Service has been set up by law to provide consumers with a free, independent service for resolving disputes with financial firms. However the Financial Ombudsman Service cannot deal with your case unless you have given the Society the opportunity to put things right. You should refer the matter to the Financial Ombudsman Service as soon as possible after we have issued our final response, but in any event within six months of the date of our final letter. Contact details for the Financial Ombudsman Service are as follows:

Write: Financial Ombudsman Service, Exchange Tower London E14 9SR

Telephone: 0800 0234 567 calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone 0300 123 9123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

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

Website: www.financial-ombudsman.org.uk