Provira Complaints Policy
Introduction
Provira Limited is committed to providing the highest levels of service to our customers. Should you feel in any way dissatisfied with the service you have received from us, we will endeavour to resolve the matter promptly, fairly and efficiently.
If you have a complaint
Provira provides regulated loans to beneficiaries and executors of estates. If you have any complaints which relate to our lending activities or the service you have received from us, please do not hesitate to contact us:
- Telephone: 0 203 813 6400
- Email: [email protected]
- Post: Fitzroy House, Crown Street, Ipswich, Suffolk, IP1 3LG
If we receive a complaint from you
Any complaint we receive will be allocated to the most appropriate complaints handler, and we will let you know who that is. We will investigate any complaints competently, diligently and impartially, and will ensure we assess your complaint fairly, having regard to all the evidence available. We will always aim to resolve the matter straight away, where possible.
Complaints settled within 3 business days
Where we are able to settle your complaints to your satisfaction within 3 business days, we will promptly send you a Summary Resolution Communication in writing, This communication will also provide details for the Financial Services Ombudsman (FOS) in case you subsequently decide you are dissatisfied with the resolution of the complaint.
Complaints not settled within 3 business days
Some complaints do take a little more time to resolve. If we can’t resolve your complaint within 3 business days, we will conduct an investigation into the complaint. We will write to you and acknowledge your complaint within 5 working days of receiving it and confirm who will be dealing with the matter for you. We will also keep you fully informed and updated regarding any progress with your complaint.
Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution within 8 weeks from the receipt of your complaint. In the rare event that we have been unable to complete our investigation and fully respond to you within 8 weeks, we will provide you with an update at that time and inform you when we expect to provide our final response.
With our final response, or at the 8 week point, we will enclose a FOS consumer leaflet for your information explaining the referral process should you remain unhappy.
If you are not happy with our decision
We would prefer to resolve any concern you raise with us directly. However, following the issue of our final response, if you are unhappy with our response, or the 8 weeks has expired, you may refer the matter to the FOS should you feel it necessary to do so. Please note that should you decide to refer the matter to the FOS, you will have six months from the date of our final response letter in which to do so.
FOS can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone number: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: [email protected]
