Complaints Process
If you’re unhappy with any aspect of our service, we encourage you to let us know at the earliest opportunity so we can find a quick solution.
As part of our commitment to quality, Ausavers have a structured complaints process in place to ensure that their customers have the right to question the agreement that they have made or make us aware of any errors.
Our complaints procedure is designed to ensure that any complaints are handled fairly, confidentially, in an efficient manner and free of cost.
Step 1
Many problems can be resolved quickly and informally by talking directly with the person concerned or your dedicated account manager, and we recommend this as a first step. We would like to think that it would not be necessary to go beyond the stage one, however we understand that in very rare circumstances you may need to present your case where the result leaves you unsatisfied.
Step 2
If the advisor is unable to resolve your query or you specifically wish to escalate the query directly to their line manager, please email complaints@ausaver.co.uk stating:
Alternatively, you can call us on 020 3954 6326 and request a call back from the Team Manager. They will respond to your request within 5 working days and take further details of your enquiry. Email is quickest – you can reach us at complaints@ausaver.co.uk . If you’d prefer to write to us, you can do so at:
Customer Service Department
Fleet House,
Springhead Enterprise Park,
Springhead Rd, Northfleet,
Gravesend,
DA11 8HJ
Step 3
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.
Step 4
Within two weeks of receiving a complaint we will send you either:
1. a final response which adequately addresses the complaint; or
2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
3. If we do not hear from you within a timescale of 7 days after issuing our final response, we will assume you are satisfied with the outcome.
Step 5
If you are not satisfied with our final response, we will be happy to consider a further response, but in the absence of new evidence or material flaws being evident in our findings, it is unlikely to change the outcome of our investigation.
Step 6
We will send you a final response/deadlock letter which adequately addresses the complaint no later than eight weeks from receiving a complaint. The deadlock letter/ 8 week process you receive before escalating the complaint to Ombudsman Services.
Step 7
If you are unhappy with our final resolution, we have reached deadlock or it’s taking too long to resolve your compliant (8 weeks or more)
Ombudsman Services offer an alternative dispute resolutions scheme (ADR Scheme) so if you are unhappy with our final decisions, we have reached a deadlock or we haven’t resolved your issue in 8 weeks you can raise a compliant by contacting them on 0330 4401624, enquiry@ombudsman-services.org or visit www.ombudsman-services.org, PO Box 966, Warrington, WA4 9DF.