123-REFUND LIMITED COMPLAINTS PROCEDURES FOR CUSTOMERS
This procedure is required to be issued in the event of a customer complaint.
123-Refund will consider all complaints received from an Eligible Complainant, 123-Refund have classified as a person who is:
(a) An individual who has engaged the services of 123-Refund or
(b) An individual who has been contacted by 123-Refund with a view to sell a product or service; or
(c) The complaint arises out of matters relevant to being or having been a customer of 123-Refund; or
(d) The complaint arises out of our actions or failure to act where the complainant is a potential customer of 123-Refund
NOTE: A complaint may be made on behalf of an eligible complainant by another party authorised in writing by you.
You can contact us at:
1st Floor Suite 1s,
The Post House, Adelaide St,
Complaints can be made by any reasonable means, including verbally. All complaints can be taken by telephone on 0333 678 0038, if you would like to provide your complaint in writing please send it to “Customer Services Manager” at the address detailed above.
In the event that we receive a complaint we will enter it on to our complaint register, which will record the details of your complaint, and enable us to track your complaint through to resolution. We will retrieve all the necessary data /information/ documentation relevant to you / your sale from our files / systems. This information will be used to assess the complaint and evaluate the best way to resolve your specific issue/s.
We will send you a written or electronic acknowledgment of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
With eight weeks of receiving a complaint we will send you either: a) a final response which adequately addresses the complaint; or b) a response which:
i explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii informs you that you may refer the handling of the complaint to the Legal 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 are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
PO Box 6804,
The Legal Ombudsman investigates complaints about poor service from claims management companies. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.
An action letter is where we consider that we need to act to resolve your complaint, and believe that this will fully address your complaint. This will include an acceptance slip for you to sign and return to us.
We will consider a complaint closed when we have sent you an action letter and received your signed acceptance of our final
response, and where you fail to respond to either within 4 weeks from the date of our final written response / action letter.
123-Refund Limited of 1st Floor Suite 1s, The Post House, Adelaide St, Swansea, SA1 1SB is a registered company in England & Wales with registration 08203063 and are regulated by the Claims Management Regulator in respect of regulated claims management activities. Its registration is recorded on the website www.gov.uk/moj/cmr. Authorisation No: CRM31181.
Our Information Commissioners Office (ICO) Registration Number is: ZA115110.