Read Hunt Limited Complaints Policy

We know that sometimes things go wrong, and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers.

Read Hunt are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.

Our promise is to:

• Treat your complaint fairly.
• Try to resolve complaints when you first contact us.
• If we cannot resolve your complaint straight away, we will send you a response in writing.
• Keep you informed of our progress.
• Learn from our mistakes to make things better.

How to make a Complaint

A complaint can be made in many forms: via telephone call, email, or by post. Below are our contact details:

Address: Read Hunt Limited, Willis Croft, Downs Row, Moorgate, Rotherham, S60 2HD
Contact Number: 01709 278178
Email: complaints@readhunt.co.uk

We ask that you include:

• Your name and address.
• Your agreement number / reference number / policy number as appropriate.
• Details of how we can contact you.
• A clear description of your complaint and whether any 3rd party is involved.
• Details of what you would like us to do to resolve your complaint.
• If appropriate, copies of any relevant supporting documentation.

What happens next?

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of eight weeks – however, if we have not been able to resolve your complaint within four weeks, we’ll write to you and let you know why.

Should you have any further concerns or information relating to your complaint, please use the contact details provided on the letter to contact us directly, either by phone or letter, so that we can fully address your complaint.

Not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service

The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you have received your final response letter from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to Read Hunt to resolve your complaint.

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk