Finance Agreement Complaints Policy

Relating to the finance products we offer to our customers as a Credit Broker.

It is in the interests of our customers and our business that Coral Windows handles customer complaints in a professional and timely manner. This policy sets out our finance customer complaints handling procedure.

Availability of this policy:

This policy will be made available to any finance customer on request, and it will be sent to any finance company who has registered a complaint with the company.

1. How may finance customers register their complaint?

• In person at our main office: Coral Windows, Coral Mill, Halifax Road, Bradford BD6 2DN
• By telephone to Coral Windows on 01274 698000
• By writing to the company at the above address
• By e-mail to the company on: sales@coralwindows.co.uk

2. Who will handle the complaint?

When we have registered your complaint with Coral Windows , we will advise you of the name and the Manager who has been designated to handle the matter.

3. What happens if my complaint cannot be resolved immediately?

Coral Windows will endeavour to resolve complaints as quickly as possible. If we are able to do so, within 3 working days, then we will send you a summary resolution letter, confirming what we believed your complaint to be and the action we have taken to resolve it.  Should this not be possible, within 5 working days of receipt of your complaint, we will keep you fully informed of progress and an expected timescale for conclusion.

4. What happens if my complaint takes longer to resolve?

Should your complaint not be resolved within 4 weeks of receipt, we will send you a letter or an e-mail explaining why, our proposals going forward and when we plan to make further contact with you.

5. Coral Windows final offer to resolve your complaint

At any stage during this process when we believe we have reached a satisfactory conclusion we shall confirm this in writing. If we have failed to arrive at a satisfactory conclusion within 8 weeks of receipt of your compliant, we shall write with our final intentions to resolve the matter. At this stage, we will explain options available to you which will include referring your complaint to the Financial Ombudsman. We hold a Consumer Credit License and because you purchased from us under a finance credit Agreement, the Finance Ombudsman Service is available to help resolve outstanding disputes, after a period of 8 weeks.

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service                      

Exchange Tower

London

E14 9SR

Customer Complaint Handling Policy (Customer Copy) – Updated 13-03-2023