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Complaints Policy | CommuterClub

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Our Commitment to You

At Commuter Club our customers mean everything to us, and we believe you have the right to a fair, swift and courteous service at all times.

We welcome your feedback as it gives us the opportunity to put the situation right, restore your faith in Commuter Club and improve our service in the future.

Complaints Policy

We will aim to resolve your complaint within three working days. If we do we will issue with a Summary Resolution Response in which we will briefly detail how we have resolved your concerns and will provide details of the Financial Ombudsman Service. If we are unable to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days of receipt.

We take your complaint seriously and will investigate each of your concerns thoroughly, in a fair and impartial manner.

Our aim will be to resolve your complaint as quickly as possible and we may contact you to obtain further information and keep you updated on progress on a regular basis.

We will explain our position clearly and in easily understandable language ensuring that we reply to each point that you have raised.

In most cases you will receive a Final Response within 4 weeks of us receiving your complaint. However, in the unlikely event that we have been unable to complete our investigation and provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response. You will, however, always have our Final Response within 8 weeks.

We manage complaints to Financial Conduct Authority (FCA) regulatory standards and comply with Treating Customers Fairly guidelines. Please feel free to contact us on customerservice@commuterclub.co.uk if you have any questions.

Through treating customers fairly we aim to deliver improved outcomes for customers, in line with the FCA principles and outcomes.

Our culture drive working practices which aim to deliver the best possible outcomes for our customers.

CommuterClub aims to achieve this through embedding fair customer treatment within our policies and procedures.

Dealings with all customers are undertaken in a fair, consistent manner as well as taking into account individual circumstances ensuring the outcomes reached are suitable and fair to each customer.

We do, of course, recognise that we may not always be able to resolve your concerns in full. In such instances you have the right following our Summary Resolution Response or Final Response to refer your complaint to the Financial Ombudsman Service within 6 months of our Summary Resolution Response or Final Response.

Where you bring your complaint to the attention of the Financial Ombudsman Service after 6 months of our Summary Resolution Response or Final Response, we will consent to the Financial Ombudsman Service to consider the matter.

The details of the Financial Ombudsman Service are below:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone 0300 1239123
Email: complaint.info@financial-ombudsman.org.uk
CommuterClub Ltd. Rivington Place, London, EC2A 3BA, Authorised and regulated by the Financial Conduct Authority
License Number 723733. Registration details www.fca.org.uk Registered in England and Wales