Internal Complaint Process
We pride ourselves in treating our customers fairly and place this at the heart of our business and everything we do. If you feel that we have not achieved this, and you are not happy with the service you have received, then please let us know. If you want to make a formal complaint then you should follow the process below.
paydo.co.uk is a trading name of Magazine Subscription Ltd which is an Introducer Appointed Representative of Fidelity Works Ltd. Under the agreement that we have with Fidelity Works Ltd, they will be responsible for handling any complaints made against us.
In the interest of efficiency, you should make your complaint directly to them. However, if you want to contact us instead we will forward your complaint to them. Please ensure that you include the name of this website in your complaint so that they know which site you are complaining about.
Below is Fidelity Work’s Internal Complaints Handling Policy which will explain how you should make your complaint and how they will deal with it.
Fidelity Works Ltd – Complaints Handling Policy
At Fidelity Works we hope that the service we, and our Introducer Appointed Representatives, provide will exceed your expectations in all areas; however if things go wrong and you want to complain please see below for how to make your complaint and how we will respond to it.
How to complain
You can complain to us in a number of ways:
- Call us on 01284 724651
- Email us (firstname.lastname@example.org)
- Write to us at 1 Forbes Business Centre, Kempson Way, Bury St Edmunds, IP32 7AR.
What to put in your complaint
We would really like to know details of:
- The website URL or Introducer Appointed Representative that you are complaining about
- What you are unhappy about
- Any information about events leading up to this
- What you would like as a solution to your complaint*
- As much other information as you think may be relevant
We will of course still investigate your complaint if you do not provide all of these details, however the more information you give the better we can understand what you feel has gone wrong and what we need to do to put things right for you.
*While we do not guarantee that we will be able to resolve the complaint as you would wish, it always helps us to understand what you would like to happen. This is not a requirement of the complaints procedure, but if you do feel able to include this then it can often help us understand what you are looking for and we may be able to put things right much quicker.
What we will do when we get your complaint
- We may try to call or email you to discuss the matter with you. It is clearly better if we can resolve a complaint as quickly as possible and in many cases this can be achieved on the call or short email exchange. If we can resolve this to your satisfaction by the end of the 3rd business day following your complaint we will end this process at step 2. If we are unable to do this, then we will move to step 3.
- If we are able to offer you a resolution, which you advise is acceptable (whether verbally or in writing), by the end of the 3rd business day following your complaint, then we will issue you with a Summary Resolution Communication (SRC). This document will not necessarily provide details of your complaint or the resolution we have mutually agreed to, but will:
- Acknowledge that you have made a complaint to us.
- Confirm that we have provided you with a resolution to the complaint.
- Confirm that it is our understanding that you have accepted this resolution and that the complaint is now resolved to your satisfaction.
- Provide you with details of the Financial Ombudsman Service and give you your rights, should you decided either now or in the future that you are no longer satisfied with the resolution, to refer the matter to them for arbitration. (There are some time limits for this which will be provided in the SRC).
At Fidelity Works Ltd we are committed to the highest standard of customer services. If we have done something wrong we want to know about it and have the chance to put it right.
If you are unhappy with any part of our service, but do not feel strongly enough to make a complaint please call our customer services team and they will be pleased to discuss this with you.
Financial Ombudsman Service Contact Details
We will give you full details of the Financial Ombudsman Service when we send our final response to you, but they can be contacted at any time:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0300 123 9 123 or 0800 023 4 567
By email: email@example.com
By text: 07860 027 586 (The Financial Ombudsman Service will call you back)
Or their website is at www.financial-ombudsman.org.uk
Please be advised that you cannot refer your complaint to the Financial Ombudsman Service until you have given us the chance to investigate it ourselves.
European Online Dispute Resolution Platform
From the 15th February 2016 you also have the ability to submit your dispute online via a new European Online Dispute Resolution (ODR) platform. This can be done by following this link –http://ec.europa.eu/consumers/odr/
If you choose this method for submitting your complaint the time limits for investigating it under the Financial Conduct Authority regulations will only start when we have received notification of your complaint
Version 3 (IAR), Issued 30th June 2016.