Finance Complaints Procedure

Making a complaint

We aim to provide all our customers with an excellent customer experience. It is important to us that all complaints are resolved as quickly as possible and to the satisfaction of our customers Any complaint verbal or written will be referred to our representative at the earliest opportunity to investigate

Contact us directly via either:

• Email: Service@planetx.co.uk

• Post: Winlong Garments Ltd, 38-41 Waddington Way, Rotherham, South Yorkshire S65 3SH

What to expect from us?

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within [2 days]. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.

We will issue you with a written final response within 8 weeks.