{"id":3005,"date":"2025-01-13T10:15:39","date_gmt":"2025-01-13T10:15:39","guid":{"rendered":"https:\/\/consumerexperts.com\/uk\/?page_id=3005"},"modified":"2025-10-20T17:46:20","modified_gmt":"2025-10-20T17:46:20","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/consumerexperts.com\/uk\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3005\" class=\"elementor elementor-3005\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9f5b915 e-flex e-con-boxed e-con e-parent\" data-id=\"9f5b915\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2231c80 elementor-widget elementor-widget-heading\" data-id=\"2231c80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7354f5 e-flex e-con-boxed e-con e-parent\" data-id=\"b7354f5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e86f99f elementor-widget elementor-widget-shortcode\" data-id=\"e86f99f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><nav aria-label=\"breadcrumbs\" class=\"rank-math-breadcrumb\"><p><a href=\"https:\/\/consumerexperts.com\/uk\">Home<\/a><span class=\"separator\"> &raquo; <\/span><span class=\"last\">Home<\/span><\/p><\/nav><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d5dfd97 e-con-full e-flex e-con e-child\" data-id=\"d5dfd97\" data-element_type=\"container\" data-e-type=\"container\" id=\"policy-toc\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e4c3d96 elementor-widget elementor-widget-table-of-contents\" data-id=\"e4c3d96\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-toc__e4c3d96\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1299d64 elementor-widget elementor-widget-menu-anchor\" data-id=\"1299d64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"summary\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-568a3f3 elementor-widget elementor-widget-text-editor\" data-id=\"568a3f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>How to complain&#8230;<\/h2><p><strong><a href=\"http:\/\/www.consumerexperts.com\">www.consumerexperts.com<\/a><\/strong> always aim to be fair and honest in everything we do, so if you have a complaint about any aspect of our service we&#8217;re keen to resolve it as quickly as possible. You can contact us is any of the following ways:<\/p><p><strong>By Email:<\/strong><br \/><strong><a href=\"mailto:compliance@tfli.us\">compliance@tfli.us<\/a><br \/><\/strong><br \/><strong>By Post:<\/strong><br \/>Complaints Manager<br \/>Consumer Experts (on behalf of TFLI (US) Inc)<br \/>First Floor Beechwood Court<br \/>Springwood Way<br \/>Tytherington Business Park<br \/>Macclesfield<br \/>Cheshire SK10 2XG<\/p><p><strong>By Telephone:<\/strong> 01625 32 25 55<\/p><h2>How we handle your complaint<\/h2><p>Once you&#8217;ve made a complaint, the Compliance Department will log the complaint, send you an acknowledgement and try to resolve the concerns within 3 working days of receipt. The acknowledgement will include the name and contact details of the individual dealing with the complaint.<br \/>We aim to resolve this as soon as possible usually within 15 working days issuing you with a final response. A final response must be issued within these 8 weeks, and we will always keep you updated on the progress of the complaint.<br \/>If for some reason we haven&#8217;t been able to resolve your complaint within 8 weeks, or you&#8217;re not satisfied with the resolution you can refer your complaint to the Financial Ombudsman Service.<\/p><h2>What if you are still dissatisfied with our response?<\/h2><p>If you receive a final response letter from us and you&#8217;re not satisfied with the resolution, you can contact the Financial Ombudsman Service, you&#8217;ll need to do this within 6 months of receiving our letter<br \/>You can contact the Financial Ombudsman Service by writing to:<\/p><p><strong>Financial Ombudsman Service<\/strong><br \/><strong>Exchange Tower<\/strong><br \/><strong>London<\/strong><br \/><strong>E14 9SR<\/strong><\/p><p>Telephone:<br \/><strong>0800 023 4567<\/strong><\/p><p>The phone lines are open between 8am and 5pm, Monday to Friday.<\/p><p><strong>Visit the Web site: <a href=\"http:\/\/www.financial-ombudsman.org.uk\" target=\"_blank\" rel=\"noopener\">www.financial-ombudsman.org.uk<\/a><\/strong><br \/><strong>Or Email: <a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><\/strong><\/p><p>Information regarding the service can be found on the Financial Ombudsman website:<br \/><strong><a href=\"http:\/\/www.financial-ombudsman.org.uk\/publications\/consumer-leaflet.htm\" target=\"_blank\" rel=\"noopener\">http:\/\/www.financial-ombudsman.org.uk\/publications\/consumer-leaflet.htm<\/a><\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Policy How to complain&#8230; www.consumerexperts.com always aim to be fair and honest in everything we do, so if you have a complaint about any aspect of our service we&#8217;re keen to resolve it as quickly as possible. You can contact us is any of the following ways: By Email:compliance@tfli.usBy Post:Complaints ManagerConsumer Experts (on behalf [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3005","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/pages\/3005","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/comments?post=3005"}],"version-history":[{"count":25,"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/pages\/3005\/revisions"}],"predecessor-version":[{"id":6066,"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/pages\/3005\/revisions\/6066"}],"wp:attachment":[{"href":"https:\/\/consumerexperts.com\/uk\/wp-json\/wp\/v2\/media?parent=3005"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}