Complaints Policy

The following policy is set out by The Improveasy Group, which is a group of businesses registered in England and Wales comprising of the following entities:

Improveasy (Installs) Limited (Company No. 10833883), Is an Appointed Representative of Improveasy Ltd (FRN: 951359).
Improveasy (GCS) Limited (Company No. 13976640) Is an Appointed Representative of Improveasy Ltd (FRN: 977172).
Improveasy Ltd (Company No. 07807352) is authorised and regulated by the Financial Conduct Authority (FRN 708623) and offers credit facilities from a panel of lenders. The credit is subject to application and status.
Improveasy (ECO) Limited (Company No. 13976663).
Improveasy (Services) Limited (Company No. 13976673).

Our registered address is:

Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP. Tel: 0800 024 8505.

Website: www.improveasy.com.

We aim to give every customer excellent service. If something goes wrong, we want to know about it so we can put things right quickly, fairly, and with as little effort from you as possible.  This policy explains how you can complain, what we will do, and the support available to you throughout the process.

If you need to make a complaint

The principle assigned to deal with complaints is:

Complaints Department
The Improveasy Group
Station House,
Stamford New Road,
Cheshire WA14 1EP

Tel: 0800 024 8505
Complaints@improveasy.com
www.improveasy.com

Step-by-step complaints procedure

If you’re not completely happy with our service, we’d like to hear about it so we can do something to put it right.  We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.  When that happens, we want you to tell us what went wrong so we can put matters right.  We want to:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay; and
• Make sure you are satisfied with how your complaint was resolved.

How and where you can complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our office at the address shown overleaf. We are open Monday to Friday from 10.00 am – 5.00pm.

In writing – write to us at the address overleaf and address your letter to The Customer Complaint Manager.

By telephone – call us on 0800 024 8505 during our office hours and ask for the Customer Services Department.

By email – use the email address shown overleaf.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

• Why we have not resolved your complaint;
• Who is dealing with your complaint; and
• When we will contact you again.

We will aim to resolve your complaint quickly, but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update, please call us on 0800 024 8505 and ask to speak to the person handling your complaint.

What happens if we cannot reach an agreement with you?

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

• Issue our final decision letter which will explain our final position.

The financial ombudsman service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note; only complaints relating to the sale of financial services should be referred to FOS.

As of 1st April 2019, the maximum compensation limit that the Financial Ombudsman Service (FOS) can award has increased from £150,000 to £350,000.

Financial ombudsman service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk
Web: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Complaints Department

The Improveasy Group
Station House
Stamford New Road
Cheshire, Altrincham WA14 1EP

Tel: 0800 024 8505
complaints@improveasy.com
www.improveasy.com