Facility Review Ltd Complaints Procedure.

At Facility Review Ltd, we are committed to providing a high level of service. If you believe we have not met this standard, please share your concerns with us. This feedback is vital in helping us resolve issues effectively and promptly. You can reach us by letter, email, or telephone at:

Facility Review Ltd
Dartana, Forder,
Saltash, Cornwall, PL12 4QR
Tel: 01752 841912
Email: martin@bankcomplaints.co.uk

We adhere to specific time frames for complaints and reserve the right not to consider any complaints made more than six months after our final response. In some cases, we may waive this requirement at our discretion; if we do, we will inform you in writing.

Within five working days of receiving your complaint, we will acknowledge it in writing, providing the name of the individual handling your case.

Timeline for Response

  • Within four weeks: You will receive either a final response letter addressing your complaint, or a holding response outlining why we cannot resolve your complaint immediately, along with an indication of when we will follow up.
  • Within eight weeks: You will receive one of the following:
    • a) A final response that adequately addresses the complaint; or
    • b) A letter that:
      • i) Explains why we cannot provide a final response yet, detailing the reasons for the delay and when we expect to respond; and
      • ii) Informs you that you may refer your complaint to the Legal Ombudsman if you are dissatisfied with the delay.

If we determine that redress is warranted, we will provide fair compensation for any responsibilities we hold, whether through financial compensation, an apology, a redo of the work, or a refunded fee.

If you remain unsatisfied with our response, or if your complaint is unresolved after eight weeks, you may escalate it to:

Claims Management Ombudsman

Exchange Tower,
Harbour Exchange,
London, E14 9SR
Email: Financial Ombudsman Service
Telephone: 0800 023 4567

The Ombudsman can review how your complaint was handled and direct further actions as necessary.