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Complaints procedure

Complaints Handling Procedure

It is the aim of Sprint Contracts Limited to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the account manager you have been dealing with. Where the complaint is not related to us, but relates to another party, we will forward your complaint to that party and inform you of our actions.

We will try to resolve your complaint as soon as possible. You should receive an acknowledgement of your complaint within three working days of notifying us and a final response within 8 weeks. If this is not possible, we will keep you informed about our investigation and tell you when you can expect to receive our final response.

To register a complaint contact us by either:
email sales@sprintcontracts.com
calling us on 01782 566 806
or write to us at Unit 1, Studio 2, Lymedale Court, Dalewood Road, Newcastle under Lyme, Staffordshire, ST5 9QH

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we can also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Alternatively, you may also be eligible to use the BVRLA Conciliation Service to resolve any complaint you may have. The BVRLA contact details are: BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD. Email: complaint@bvrla.co.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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