Complaints Handling Policy

Complaints Handling Policy

At Shpun each of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Shpun has established a complaints procedure to ensure your complaint is dealt with promptly, efficiently, in positive manner and by the correct person. As our customer, you are in a good position to judge how we are performing, and we need you to tell us if things have gone wrong. We will treat your complaint seriously and in confidence.
This leaflet sets out the complaint procedures you should follow. However, please bear in mind that as we must work within a framework set by law. Any decisions we make must be in line with relevant laws, we may not always be able to meet your expectations.

How to make a complaint If you are not satisfied with the service you have received, please get in touch with the person executing the deal to which your complaint refers. They can deal with most complaints informally and quickly. If you prefer to make a formal complaint, such complaints must be made in writing, by post, fax or e- mail and addressed to the Client Services Manager at Shpun. The Client Services Manager will be keen to put the matter right (if they can) and to learn from any mistakes that may have been made. Please provide as many details as you can in your complaints. All letters you receive from us give the contact details of the person who sent, and usually a reference number.

To help us investigate and resolve the problem as quickly as possible, whether you wish to resolve it informally or you are making a formal complaint, please make sure you always give us the following information:

  • Full name and address
  • Your transaction reference number (if your complaint relates to a particular transaction)
  • Your daytime phone number (if possible)
  • Full details of your concern or complaint, including any previous dealings with us about it
  • Copies of any relevant documents such as letters
  • Details of what would you like us to do

 

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