Complaints Procedure
Making a Complaint

We are committed to treating all of our clients fairly and delivering quality service. Unfortunately, there may be a time when you don’t feel we’ve lived up to this. If so, we want to hear from you.

Step One: Making a Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns. We can be contacted as follows:

Assist Financial Management,
Unit 8 & 9, Millbank House,
Riverside Business Park,
Wilmslow, Cheshire,
SK9 1BJ

Telephone number: 0800 988 4820

Email: info@assist-fm.co.uk

Step Two: Acknowledging your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation. We may ask you to submit copies of documentation to help us with our investigation.

We may ask you to submit copies of documentation to help us with our investigation.

Step Four: Keeping you Informed.

If we have not been able to resolve your complaint within four weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six: If you are still unsatisfied.

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Claims Management Regulator (CMR). The CMR can be contacted as follows:

Claims Management Regulator, Claims Management Regulator, PO BOX 7824, Burton on Trent, Staffordshire, DE14 9DP info@claimsregulation.gov.uk

Telephone: 0845 4506858.

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Download A Claim Pack
To download one of our Pay PPI claim packs, simply click the link below. In addition you MUST complete and sign our Letter of Authority (1 per claim) and include this within your pack when you post it back to us.

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Download our Pay PPI Claim Pack
Format PDF: (348KB)

Download our Letter of Authority (1 per claim)
Format PDF: (32KB)
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