Complaints Policy

HOW DO I COMPLAIN? 

We hope that you never need to make a complaint to Marchford Limited, but in the unlikely event that you feel the need to do so, please see below what action to take to resolve your complaint.   

You can contact us by email, phone, or in writing:- 

Email – client@marchford.co.uk 

Phone – 01752 874856 

Address – 9 The Apex, Derriford Business Park, Brest Road, Plymouth PL6 5FL 

Please make it clear that you are registering a complaint and, if you contact us by telephone, please make a note of the name of the person you spoke to and the date on which you rang. 

 WHAT HAPPENS NEXT? 

1. We will aim to resolve your complaint as soon as possible. 

1. We will acknowledge your complaint within 3 business days of the complaint being received. 

1. If you do not hear from us within these timescales, please check first to see that we have actually received your complaint. 

1. We shall fully investigate your complaint and resolve any questions that you may have relating to the complaint. 

1. If your complaint is not resolved after four weeks you will receive a progress letter. 

1. After we have investigated your complaint, we will write to you explaining the outcome of the investigation within eight weeks. 

HOW LONG WILL MY COMPLAINT TAKE TO RESOLVE? 

We will endeavor to handle your complaint as quickly and fairly as possible, with the aim to resolve it to your satisfaction. 

Should your complaint turn out to be more complex, we will look to complete our investigation within eight weeks of receiving the complaint.  

If we cannot complete our investigation by that date, we will send you a further letter in which we will explain why we have been able to resolve it and set a new date for completion. 

WHAT HAPPENS AT THE END OF YOUR COMPLAINT PROCESS? 

We will send you a letter via email explaining the outcome of the investigation and if appropriate giving details of any offer of settlement that we might be prepared to make. 

IF I AM NOT SATISFIED WITH YOUR DECISION WHAT CAN I DO? 

Our sole aim is to come to a fair and acceptable resolution for both parties. If this is not possible despite our best efforts then you have the right to contact the Financial Ombudsman.