How are complaints handled?
Sam Zero Deposit
Last Update a month ago
At Zero Deposit, we take all complaints seriously and are committed to resolving concerns fairly, consistently and as quickly as possible.
Our complaint handling process is designed to deliver good customer outcomes in line with the Financial Conduct Authority’s (FCA) complaint handling rules and our obligations under the Consumer Duty.
What happens when we receive a complaint?
Once we receive your complaint, we will:
Where possible, we aim to resolve complaints within 3 business days.
If we cannot resolve your complaint within this timeframe, we will continue our investigation and provide a final response within 8 weeks in accordance with FCA requirements.
Our final response
Our final response will explain:
If you are unhappy with our final response, or if 8 weeks have passed since you first raised your complaint, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
You must usually do this within 6 months of the date of our final response letter.
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Email: [email protected]
Additional support
We are committed to making our services accessible and supporting vulnerable customers. If you need additional support during the complaints process, please let us know and we will do our best to assist you.
Our complaint handling process is designed to deliver good customer outcomes in line with the Financial Conduct Authority’s (FCA) complaint handling rules and our obligations under the Consumer Duty.
What happens when we receive a complaint?
Once we receive your complaint, we will:
- acknowledge it promptly
- review the details carefully and fairly
- investigate the circumstances fully
- keep you informed of progress where appropriate
- work to resolve the issue as quickly as possible
Where possible, we aim to resolve complaints within 3 business days.
If we cannot resolve your complaint within this timeframe, we will continue our investigation and provide a final response within 8 weeks in accordance with FCA requirements.
Our final response
Our final response will explain:
- the outcome of our investigation
- the reasons for our decision
- any actions we will take to resolve the matter
- your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied
- Financial Ombudsman Service
If you are unhappy with our final response, or if 8 weeks have passed since you first raised your complaint, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
You must usually do this within 6 months of the date of our final response letter.
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Email: [email protected]
Additional support
We are committed to making our services accessible and supporting vulnerable customers. If you need additional support during the complaints process, please let us know and we will do our best to assist you.