Our commitment to you
At The Fair Trade Practice, in the unlikely event that you have cause to complain about our service, we believe that you have the right to a fair, swift and courteous response to any complaint raised. Once we are in receipt of your complaint we will deal with it promptly and in a positive manner.
1) We will acknowledge your complaint upon the day of receipt wherever possible.
2) We will investigate your complaint fully and endeavour to send a 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 we will send you an update.
3) We will endeavour 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 complaints process you can write to:
Claims Management Regulator
57-60 High Street
Burton on Trent
You must refer your complaint to the Claims Management Regulator within 6 months of the date on the final response.