Our Complaints Procedure

 

1. Complaints may be made in writing, by email, by telephone or in any other form in respect of a service that we have provided. Our postal address is Bright Oak Ltd, Cardiff House, Priority Business Park, Barry, CF63 2AW.

 

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

 

3. Within four weeks of receiving a complaint we will send you either a final response which adequately addresses the complaint; or a holding response which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

 

4. Within eight weeks of receiving a complaint we will send you either a final response which adequately addresses the complaint; or a response which firstly explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and secondly informs you that you may refer the handling of the complaint to the Financial Ombudsman if you are dissatisfied with the delay.

 

5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

 

Get Advice

Please fill in the form below. We will call you back as soon as possible.

Submitting Form...

The server encountered an error.

Form received.

Social Media

More Reading

Free-To-Client Debt Advice

The Money Advice Service provides details of organisations that offer free debt advice and services.

Debt Management Protocol logo link Brightoak Twitter

(c) Bright Oak Ltd. Company Number: 06774006. Data Protection Registration: Z1657982.

Telephone calls may be monitored or recorded. Authorised and regulated by the Financial Conduct Authority.

Bright Oak, Cardiff House, Priority Business Park, Barry, CF63 2AW. Tel: 02920 492661.

Debt Management Protocol logo link Brightoak Twitter

Call

02920 492661

0800 0437222

Debt Management Protocol logo link Brightoak Twitter
Debt Management Protocol logo link Brightoak Twitter