We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that you raise any concerns you may have with us immediately so that we can address them and learn lessons. If you are dissatisfied with the service received or would like advice reviewed, or if you wish to discuss or challenge a bill received, please contact  our administration team at info@fountain-finances.co.uk. If that is not appropriate, or if you are still dissatisfied, please contact Paul Jones, who deals with complaints,  by writing to him at Fountain Finances Limited, 1D MacLaren House, Manchester M32 0FP or email info@fountain-finances.co.uk. If you wish to call please use 0161 974 3622

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint.  If we need further information, we will ask you to confirm or explain any details which are unclear.

Within 10 working days of receiving your complaint (or the further details requested), we will write to you with    

our view of your complaint, and how to resolve it.

If you are still not satisfied, you can write to us again. We will review our decision. This will happen in one of

the following ways:

• The person who wrote to you will review their own decision within 5 working days
• We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within 10 working days.

We will then write to you confirming our final position on your complaint and explain our reasons, within 3 working days of the end of the review and give you the name and address of the Legal Ombudsman. This communication will happen no more than eight weeks from receipt of your complaint. If you are still not satisfied, you can contact them about your complaint. Normally you will have 6 months to do that or within 6 years of the act or omission about which you are complaining occurring (or if outside of this period, within 3 years of when you should reasonably have been aware of it). If you would like more information about the Legal Ombudsman their contact details are as follows: Legal Ombudsman, PO Box 6804, Wolverhampton WV1 9WG. Telephone: 0300 555 0333 Website: www.legalombudsman.org.uk

If we have to change any of the time scales above, we will let you know and explain why.