Complaint Policy
At creditfix, we aim to provide a high standard of service to
clients. If you believe we have failed to fulfil a satisfactory
level of service, we urge you to let us know so we can look into
and resolve the problem.
How to file a complaint; Complaints about the tele +44
751-932-1368 Complaints about electronic devices:
info@creditfix.co.in
In the first instance, one of our knowledgeable supervisors will
attempt to address all of your problems within three working days
of receiving them. If the manager is unable to address your
concerns, the case will be escalated to the Compliance Team, who
will formally acknowledge receipt of your complaint and confirm
the contact information for the person who will be handling it. We
will keep you updated on our work until your complaint is handled.
Our goal is to resolve your complaint within 2 weeks.
If we're still looking into your complaint, we'll let you know
within four weeks.
We'll explain why we need additional time to look into it and let
you know when you can anticipate a complete and final response
(this will be within a maximum of a further 4 weeks)
We will respond to your complaint within 8 weeks of receiving it.
We will give you a final answer letter after we have concluded our
inquiry. The inquiry and results will be detailed in this letter.
The letter will also include whether we have upheld, partly
upheld, or denied your complaint, as well as any actions we are
taking or have done to rectify the situation that led to your
complaint and any reparation that may be owed.
Where should I send my complaint?
There are several
different ways you can contact us in regards to a complaint.
- You can whatsapp us speak at +44 751-932-1368
- You can send your complaints in writing to: complaint@creditfix.co.in
When making your complaint please let us know what the issue is,
provide as much information as possible and explain how you would
like us to resolve the situation. We take all complaints very
seriously and will strive to address your problem with urgency and
diligence.
What happens next?
After we receive your
complaint we will:
- Provide written acknowledgement within 5 working days of receipt
- Investigate your complaint and respond within a further 14 days
We may need to contact you during the complaint investigation in
order to seek any additional relevant information.
We will
work to resolve your complaint as quickly as possible, aiming to
have a final response to you in writing within 2 weeks.
In
some cases, we may need more time to investigate your complaint.
If this is necessary we will inform you in writing, of an expected
timeframe and explain why it may take a little longer to
investigate.
Further Action
If you are not happy with
the timeframe being taken to resolve your query or you do not feel
like your complaint has been resolved you have the right to
contact the Financial Service.
You must contact the
Financial service within 6 months of the date of our final
response letter. There are several ways to contact them. You can:
- Whatsapp: +44 751-932-1368
- Online complaint form: info@creditfix.co.in
What happens after I've sent my complaint?
When we receive your complaint, we'll:
Send you an
acknowledgement within five working days, enclosing a copy of this
procedure
Investigate your complaint and aim to respond
within four weeks
If we can't do this we'll send you an
update. Our aim is to send a final response within eight weeks of
receiving a complaint. If this isn't possible, we'll write to
explain why and tell you when we will respond.
If we take more than eight weeks to send a final response,
or you don't think we've resolved your complaint, you can contact
the Financial Ombudsman Service.
Ways to contact the Financial Ombudsman Service
- Online: For more information, visit their website
- Whatsapp on +44 751-932-1368
- Email: You can also email them at info@creditfix.co.in
You must refer your complaint to the Creditfix Private Limited within six months of the date on our final response.
Complaints data
Recently more than half of majority clients contacted us for help
with their problem debt.
Although we’re committed to the
highest standards of client service with everyone we help, we
recognise that sometimes things can go wrong. When it does, we
encourage our clients to tell us and we try to put things right as
quickly as possible.
We then analyse the information we
gather from client feedback and use this to highlight improvements
we can make to our service in the future.
As we're
authorised and regulated by Creditfix, every six months we're
required to submit information to them about any complaints we’ve
received, closed and found in favour of the clients.