Complaints Procedure

Our Commitment to You

TD&A Finance Limited (“We”) want you to be completely happy with our products and services. That is why we are committed to listening to your feedback and resolving your complaints at the earliest opportunity where we can.

Please let us know if you are unhappy

We strive to provide excellent service at all times, but occasionally we may not always get things right the first time/all the time. If at any time this happens to be the case, feel free to contact us and let us know, we would really appreciate it if you did.

Our dedicated Customer Services Team(CST) is available to help from:
• 09:30 to 17:00 Monday to Friday
• 10:00 to 16:00 on Saturday

a. By telephone:
If you are dissatisfied with our service for any reason and wish to let us know, please feel free to contact our dedicated Customer Services Team on 020 7038 8046 (Call charges apply per minute and may vary from BT landlines, mobiles and other providers ) who will note your concerns and pass the details to the Customer Relations Department for a full investigation.

b. In writing:
Please address all written correspondence to:

The Customer Relations Department,
TD&A Ltd
Level 33, 25 Canada Square,
Canary Wharf, London
E14 5LQ

Alternatively, you can email us at: accountants@tdanda.co.uk

To help us investigate and resolve any issues or concerns that you may have please provide the following information:
• Your full name, address, date of birth and a daytime telephone number
• Full details of your concern

For security reasons, you should not include additional personal information in email messages. We will respond by telephone or letter for the same reason.

How long will it take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you to tell you:
• Who is dealing with your complaint
• When we will contact you again
If your complaint is particularly complex, it may take longer to resolve, we will however be in contact with you regularly until it is resolved.

If a resolution has not been reached by the end of eight weeks we will send you TD&A Finance Ltd ‘Final Response’ Letter. This will explain our final position.
At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk

If in anyway after our final response letter you feel we have not resolved the situation to your satisfaction, please do not hesitate to contact the person or department that handled your concerns. Together, you can then agree on what to do next.

If however, you are still dissatisfied, you can request a review from the Financial Ombudsman Service.

They can be contacted at the following details below:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR
Telephone: 0845 080 1800
Web site: www.financial-ombudsman.org.uk
Email: enquiries@financial-ombudsman.org.uk