“At Softwarebox Solutions Limited we acknowledge that no matter how hard we try; we may not always get it right. If we are aware that something has gone wrong, we will contact you immediately. However, if you feel something is not right, we in-turn need you to tell us as soon as possible. This openness and transparency will help us to improve our standards of service”.
Frequently Asked Questions:
Q1: How do I make a complaint?
You can contact us by email – firstname.lastname@example.org
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- Your full name and contact details
- What you believe has gone wrong
- How you would like your complaint to be resolved
- Your file reference number (if you have it).
- If you require any help in making your complaint
Q2: How will you deal with my complaint?
We will write to you within two working days acknowledging your complaint, enclosing a copy of our policy.
We will then investigate your complaint by reviewing your file(s) and other relevant documents; and/or liaising with the FCA authorised organisation who dealt with your matter. If we need to ask you for further information or documents, we will ask you to provide the information/documents within a specific time period.
Q3: How will I know you are progressing my complaint?
We will update you on the progress of your complaint and may also, if appropriate, invite you to a telephone meeting or video conference to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
Q4: When will I know the outcome?
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
Q5: What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling procedure, please let us know and we will review the matter. If we have not resolved your complaint within 8 weeks, you may be able to complain to the Financial Ombudsman Service.
The Financial Ombudsman Service contact details are https://www.financial-ombudsman.org.uk/contact-us
Q6: What will making a complaint cost?
We will not charge you for handling your complaint and escalation to the Financial Ombudsman Service is also free of charge.