complaints procedure

At Clarity we are committed to providing the highest level of customer service.

If you feel we haven’t lived up to these expectations, we have a customer service procedure which follows the guidelines recommended by the Financial Ombudsman Service.

Step 1 Informing Us

Step 2 Response

We will do all we can to resolve your complaint immediately. If this is not possible we will write to you within 5 working days to acknowledge your complaint and advise you of the person dealing with it.

Step 3 Follow Up

We undertake to give you a full response within 4 weeks of receipt of your complaint or an explanation if more time is required.

Where more time is required we are committed to giving you a full response within a maximum of 8 weeks from receipt of your complaint.

Step 4 Conclusion

If we have not issued our ‘final response’ within 8 weeks, or the situation is ‘Deadlocked’, in that you are still dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Southquay Plaza
183, Marsh Wall
London
E14 9SR
Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk