Complaints Procedure

  • In the unlikely event that one of our customers is dissatisfied with the standard of service received from us, they should be comforted to know that we have in place an internal complaints handling service.
  • Complaints may be made by email to complaints@cfsredundancypayments.co.uk
  • You will receive an electronic acknowledgement of your complaint within five business days of receipt of the complaint by us. Our acknowledgement of your complaint will name the individual appointed by us to handle your complaint. You will also receive from us full details of our internal complaints handling service.
  • Within four weeks of receiving your complaint, we will send you either:-
    • a final response which adequately addresses all aspects of your complaint; or
    • a holding response which explains why we are currently not in a position to resolve your complaint and indicates when we will make further contact with you which must be within eight weeks of receipt of your complaint.
  • Within eight weeks of receiving your complaint, we will send you either:-
    • a final response which adequately addresses all aspects of your complaint; or
    • a response which explains why we are still not in a position to make a final response giving you reasons for the further delay indicating when we expect to be able to provide you with a final response and informing you that you may refer the handling of your complaint to the Financial Ombudsman if you are dissatisfied with the delay.
  • Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we have been responsible and we will comply with any offer of redress which you, the complainant, accepts.
  • Appropriate redress will not always involve financial redress. It may involve an apology, an offer to redo our work again or the refund of your fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.
  • We may decline to consider a complaint made more than six months after the complainant first became aware of the cause of the complaint.
  • If you are not satisfied by our response to your complaint, or if it is not resolved within eight weeks, then you may refer the handling of your complaint to the Financial Ombudsman who can be contacted at Exchange Tower, London, E14 9SR, or by phoning 0800 023 4567, or by email to complaint.info@financial-ombudsman.org.uk, or by inserting the following address into your internet browser https://www.financial-ombudsman.org.uk