Complaint Policy

Our commitment to you

Altras International Ltd aims to achieve high standards of service delivery and welcomes feedback on all aspects of our services from consumers of our services and anyone who works with us. Every customer at Altras International is important to us, hence we strongly believe in fair, speedy and courteous service. Of course, this does not always eventuate, resulting in complaints and it is vital you inform us about it as we treat all complaints profoundly serious.

Fast, fair, and helpful handling of complaints is a key part of our approach to service delivery.

How to make a complaint

As a valued customer, we would hope to correct any issues you may have immediately. In the first instance, please call us on 0121 773 0218 so that we can solve any problems. If you are unhappy with our proposed solution by telephone, you can make a formal complaint by email to complaints@altras.co.uk or via letter to 156 Great Charles Street, Queensway, Birmingham, B3 3HN.

Responding to complaints

A written acknowledgment will be provided to you promptly on receipt of the complaint. We will ensure the assessment of the complaint is made in an efficient, fair and competent manner. We may seek additional information where necessary to ensure a consistent outcome.

A final response will be provided to you within 15 business days clearly explaining the reasons for the complaint being either upheld or not upheld. In exceptional circumstances a holding response of 35 business days is given to the customer for a conclusion to be reached. Within our final response we will provide any findings we made as a result of our investigation and whether any corrective action will be taken by us. We require a written acceptance/confirmation within 14 business days should you be satisfied with our conclusion to the complaint.

If you are dissatisfied with the final response provided or the compensation offered, you may refer the complaint to the Financial Ombudsman Service. You must contact the Financial Ombudsman Service within six months of receiving our final response letter. The Financial Ombudsman Service will not have permission to consider the complaint if it is referred outside of the six months’ time limit.

More information about the Financial Ombudsman Service can be found on their website http://www.financial-ombudsman.org.uk or you may write to Financial Ombudsman Service, South Quay Plaza, 183 March Wall, London, E14 9SR. Alternatively you may contact them by phone on 0845 080 1800.

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