Caritas is committed to providing an efficient and reliable service for its clients. In order to achieve this, Caritas keeps up to date with technology and employs dedicated well trained staff.
In the rare event that any part of our service does not meet expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner. It is our policy that all complaints are taken seriously and dealt with in a uniform way.
In that event, clients receive acknowledgment from the recipient of the complaint within 2 working days. A proposed resolution to the complaint will be issued within 10 working days (or 20 working days if it’s a particularly complex or technical response). If, for any reason, there is an unavoidable delay in issuing a response to the complaint, the client will be informed and a new deadline issued/agreed.
All complaints will be dealt with by our Compliance Officer. If clients have questions, queries or if they wish to enquire about the progress of a complaint, they can contact their designated Specialist.
The Compliance Officer is available by telephone on 0207 556 0909 during office hours between 9.00am and 5.00pm.
Complaints to the Financial Ombudsman Service (FOS)
In the event that you remain dissatisfied, if you are an eligible complainant (as defined by FOS), you can refer your complaint to the FOS, free of charge, but you must do so within 6 months of the date of our final response.
If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint, and so will only be able to do so in very limited circumstances. For more information, please contact the FOS at:
The Financial Ombudsman Service
Exchange Tower
LONDON
E14 9SR
Or, call 0300 123 9123 or 0800 023 456, or you can register your complaint online. Full details can be found at www.financial-ombudsman.org.uk.