Complaints

Investor Services Complaints Procedure

West One is dedicated to providing the utmost of professional care and consideration towards its clients in the provision of its products and services. The company recognises that in some instances, there may be times when a client has cause to complain in relation to the provision of these. Where this does occur the company will treat all complaints received with due process, to consistently ensure that the client’s issues are addressed, investigated and answered promptly and effectively.

Should you wish to make a complaint to West One, we are committed to the following:

• Complaints can be raised in writing, by phone or in person. The method by which you inform us will not affect the processing of your complaint
• All complaints will be acknowledged in writing, or by your preferred method of contact, within 5 working days of receipt
• An investigation will be carried out to enable us to provide you with a comprehensive and appropriate response to all issues raised
• A final response will be issued to you within 8 weeks of receipt of your complaint
• The final response will detail our understanding of your complaint, the investigations carried out by our complaints assessor and the result of the complaint
• Where we are unable to provide a final response within the 8 week time frame, we will let you know what is outstanding to enable us to achieve this as well as an expectation date as to when we will be able to fully answer.

TO RAISE A COMPLAINT WITH WEST ONE LOANS: