Make a Complaint
We’re sorry that you’re unhappy, let’s put things right.
Tell us about a new issue
We always try to give you the best possible service, so we’re sorry if we haven’t got things right.
If something has gone wrong, or you’re unhappy about something we’ve done, please speak to us. We’ll do everything we can to put things right at the first opportunity.
Complaints Leaflet
For further information on our complaints processes, download our ‘Complaints Leaflet’.
You can also contact us by:
- Writing to us at: ADVICIFAS, 124 City Road, London, EC1V 2NX.
Please read the ‘What we need from you’ section below to see what details to include in your letter.
For complaints relating to anything other than servicing and / or operations, email us instead at [email protected].
Helpful Complaints Information
- We’ll give you a reference for your complaint. Make sure you have the reference number when you contact us so we can easily locate your complaint.
- We might need to talk to you to help fix the situation, so please give us your update-to-date contact information.
- Our calls to you will usually show as an 020 phone number, but may sometimes appear as ‘unknown’ or ‘withheld’.
- You can find full details of our complaint process, including timescales, by expanding the sections below.
Help with existing complaints
If you need an update on what’s happening, or to give us more information about an existing complaint, you can contact us using one of these methods:
- If you have been given contact details for your dedicated complaint handler, please contact them directly.
- Email us at [email protected] ensuring to include your complaint reference number (if we have given one).
You can speak to our complaints team directly during the following times:
Complaints
Monday to Friday: 9am – 6pm
Saturday: 9am – 2pm
Sunday: Closed
However you chose to contact us, please have your existing complaint reference number with you.
What we need from you
Please provide us with as much information as possible when making your complaint. This will help us understand the issue and resolve it quickly. Please include:
- your name and address
- your service number ‘CL/ XXXX’
- a description of your complaint and how it’s affected you
- your contact details.
Why do we need this this information?
We want to fully understand what’s gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible.
Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need more information. Calls from us may appear as unknown or withheld numbers.
Timescales
We aim to resolve all complaints as quickly as possible and specific timescales apply to certain complaints:
Complaints relating to termination of service(s):
These include complaints about where we, or a specialist, has terminated your service(s) and / or withdrawn your servicing facilities and / or operations.
- We’ll usually send you our final response as soon as we’ve completed our investigation. We have 15 days to resolve these complaints.
- If there are exceptional circumstances, we may take longer than 15 days to investigate your complaint, we’ll however resolve all operation-based complaints within 35 days. We’ll write to you to let you know if we need longer than 15 days, we’ll also send you details about how to expedite your complaint for priority review in the case of necessity
All other complaints:
Although we have 56 days to resolve your complaint, we’ll send your final response as soon as we’ve completed our investigation.
We’ll keep you informed in writing along the way so you’ll know when to expect to hear from us.
If we haven’t been able to finalise our investigation by 56 days, we’ll send you a letter letting you know and what steps you can take. These will include letting you know how to prioritise your complaint if you’d prefer not to wait until we’ve finished our investigation.
What we'll do
We’ll record your complaint and do everything we can to resolve it quickly:
- We’ll get in touch with you to discuss your complaint and agree the resolution to the problem.
- Calls from us may appear as unknown or withheld numbers.
If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and we’ll also notify you of complaint prioritisation at this time.
For more complex issues, we may need more time to investigate your concerns. If this is the case:
- We’ll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us.
- We’ll give you a reference if you need to contact us.
- We’ll keep you updated on our progress throughout our investigation.
- We may need to contact you for more information using your preferred method of contact.
Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
We're here to help
We want to make sure all our clients have the support they need.
If you have a speech or hearing impairment, Our Next Generation Text Service lets you type to an assistance who can then speak with one of our team on your behalf.
If you’re deaf and a BSL user, you can talk to us live through a BSL interpreter online using Sign Video.
If you need us to write to you in a different format, we offer braille and audio CD. Please let us know when submitting your complaint or query.
