Robin Hood Refunds Complaint Handling Process
It is our intention to provide you with a high level quality service at all times. If however you believe we have fallen short of this, or you have a specific complaint about any aspect of our processes or procedures, we would like to hear from you.
Who Should You Contact?
We would ask you to compile as much detail as possible about your complaint and then contact our Complaints Officer by:
Telephone on 0800 068 8402
Write to:
Robin Hood Refunds
71A High Street
Littlehampton
BN17 5AG
How long will it take?
As soon as we receive your complaint, we will issue an acknowledgement. We will then advise you within a further five working days of the time we expect it to take to fully investigate and respond to your complaint. If we are still investigating your complaint after four weeks we will advise you we are still investigating and explain why we are not in a position to conclude matters. We will also advise you when we will make further contact. In the unexpected situation that we have not resolved matters by the end of eight weeks [from the date of the initial complaint] we will:
- Issue a final response; or
- Advise you that we still not in a position to make a final response, giving the reasons why and indicating when we expect to be able to provide a final response and in both instances;
- Advise you of your right to refer the matter of the handling of your complaint to the Claims Management Regulator at 57-60, High Street, Burton Upon Trent, Staffordshire DE14 1JS. info@claimsregulation.gov.uk Tel: 0845 450 6858.
Who will review my complaint?
To ensure a thorough and independent review, this will be undertaken by a Case Officer not directly involved with the aspect of service about which you are complaining. It will then be further reviewed by a Senior Manager.
It is important you provide us with as much information as possible and contact us at the earliest opportunity with your complaint. If this is 6 months or more after you became aware of the cause of the complaint, Robin Hood Refunds reserves the right to decline to consider the matter.
