Making a Complaint

Our Guide to Complaint Handling

At Compass, we are committed to providing the best possible service. However, we understand there may be times when we do not meet your expectations. We want you to let us know straight away if you are unhappy. We will always do our best to resolve any complaint fairly.

When you contact us with a complaint our aim is to:

• Conduct a full investigation
• Provide you with a full account of our actions
• Ensure you are happy with the way your complaint is handled

You will hear back from us within 5 days of receiving your complaint. This will be in the form of an acknowledgement letter but in others it may be a full reply.

If we acknowledge your complaint we will make sure you know:

• Who is dealing with your complaint
• When we will contact you again

Once our investigations are complete, you will receive a final response with our findings.

We understand that making a complaint can be stressful in itself. That’s why we want you to be able to complain in any way you choose.

Compass
7 Pullman Court
Great Western Road
Gloucester
GL1 3ND

Telephone: 0344 274 3908

Email:  [email protected]

If you remain dissatisfied

If we have given you our final response and you remain unhappy, or more than 8 weeks have passed since we received your original complaint, you may refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within six months of the date of our final response to you. Their details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone Number: (0800) 0234 567 or (0300) 1239 123.

Email: [email protected]

You can also visit their website at www.financial-ombudsman.org.uk for further information.