Complaints Handling Procedure

Our goal is to give excellent service to all of our clients but we recognise that things do go wrong occasionally. We take all complaints seriously and aim to resolve all of our client’s problems promptly

1 The following terms constitute the Terms of Business (Edition 9) (the “Terms of Business”) of Consumer Savings Network (CSN) to provide personal consultancy services as described below. They will apply to all transactions between both parties, unless varied in writing.

2 We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3 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.

4 Within four weeks of receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint; or
b) 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

5 With eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:
i 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
ii informs you that you may escalate your complaint within 6 months to the Financial Ombudsman Service. Please refer to their contact details in section 7.

6 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.

7  If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint within six months to:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR

Tel: 0800 023 4567

  • Please note you have 6 months from the date of our final decision to approach the Financial Ombudsman.