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Complaints Procedure

If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Services Team with your details and a description of your problem. We are here for you Monday to Friday from 9.00am-5.30pm.

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  • Call us: 01236 808 050

  • Email us: info@b-spokeg.co.uk

  • Write to us: 11-13 Deerdykes View, Westfield Industrial Estate, Cumbernauld, G68 9HN

  • Out of Hours: 07304 055646

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In case of an emergency please contact us on 07304 055646. This emergency line is open Monday to Friday 5.00pm-9.00pm and Weekends/Bank Holidays 9.00am-5.00pm.


However, you contact us, we will:

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  • Let you know we’ve received your query

  • Tell you who will be responsible for investigating along with their contact details

  • Endeavour to return phone calls and emails within five working days

  • Do everything we can to resolve things as quickly as possible

  • Do what we can to attend within fourteen days if a visit to your property is needed

  • Keep you regularly informed of progress throughout

  • Provide a final response within eight weeks or explain why this isn’t possible

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Financial Services Complaints Procedure

 

All financial services complaints will be investigated and overseen by our Compliance Department.

The Compliance Department will:

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  • Acknowledge your complaint.

  • Tell you who is investigating the matters raised and provide you with their email address.

  • Carry out a thorough investigation.

  • Do everything we can to resolve things as quickly as possible.

  • Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this isn’t possible.

 

The Financial Ombudsman Service

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The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction.

The scheme is entirely free to use.

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You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.

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You can contact the Financial Ombudsman Service:

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