Complaints Procedure
Reviewed 24/11/2023
MAKING A COMPLAINT
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
We would like you to tell us what went wrong so we can put matters right.
HOW AND WHERE TO COMPLAIN
If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:
In writing – write to us and address your letter to
Customer Service Manager
KLIC Home Ltd
Head Office, Lincoln Court, Bryggen Road, North Lynn Industrial Estate, Kings Lynn, PE30 2HZ
By telephone – call us on 01553 392312 during our office hours and ask for the Customer Services Department.
By email – [email protected]
WHAT TO EXPECT
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on telephone number and ask to speak to the person handling your complaint.
When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the person handling your compliant know so we can see if there is anything further, we can do.
IF WE CANNOT REACH AGREEMENT
Our aim is to resolve all complaints. However, if your compliant relates to finance and if you are not satisfied after receiving our final decision letter, or if eight weeks have passed you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Email: [email protected]
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
KLIC Home Ltd is an Introducer Appointed Representative (Financial Services Register No. 945886) of Phoenix Financial Consultants Limited (Phoenix). Phoenix is a credit broker, not a lender. Phoenix is authorised and regulated by the Financial Conduct Authority (FRN: 539195), and offers finance from its panel of lenders. All finance subject to status and credit checks.
Please note: Only complaints relating to Product and Installation Quality should be referred to ASSURE.
The Assure Certification Scheme can be contacted through their website:
We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.
We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.
If you are dissatisfied with the outcome then you may request that the case is reviewed by a senior representative within the Customer Care team.
If you remain dissatisfied with the outcome of the review then you can refer the decision to the government-approved organisation, Assure Certification. Assure Certification will review your case and may request further information from you or us. Any decision they make will be binding upon us.
You can find out more information on Assure Certification here assurecertification.com
