We're here to make things right
Our customers' satisfaction is our top priority.
It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, we welcome your feedback and offer the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible to the complete satisfaction of our customers, and that we learn from any complaints to further improve the quality of our service. This guide explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.
Aryza Advize Complaints Procedure
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone on 0800 072 0092, email on [email protected] or by writing to us at Aryza, 2 Castle Quay, Castle Boulevard, Nottingham, England NG7 1FW. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance discuss the situation with our client services and customer support team by emailing [email protected] It will help us to deal with your complaint quickly if you can provide the following information:
We will aim to resolve your complaint within three business days of receipt. If this is achieved we will write to you by email to confirm that your complaint has been resolved, and explain next steps. If we are unable to resolve your complaint within this timescale, we will acknowledge your complaint by email within five working days and provide details of the person who will be dealing with your complaint. We may ask you for further information to allow us to better understand your concerns.
Once we have completed our investigation we will tell you our findings and, if appropriate, how we can proceed to solve the issue. If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you to explain why we have not yet resolved the complaint and indicate when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations. If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, now, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
What to do If you are not satisfied with our final response
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service. Their contact details are below. You must do this within six months of our final response. When we send you our final response, we will direct you to the Financial Ombudsman Service’s explanatory leaflet here: Financial Ombudsman Service, Exchange Tower, London E14 9SR www.financial-ombudsman.org.uk Or by calling: 0800 023 4 567 – calls to this number are now free on mobile phones and landlines. Or 0300 123 9 123 – calls are charged at the same rate as 01/02 numbers on mobile tariffs or ++44 20 7964 0500 if you are calling from outside the UK.