How to make a complaint
We understand that on occasion things do go wrong. If you feel the service provided has not been to your satisfaction, we’re here to help.
How to contact us
- You can call us on 0800 077 6705 between 9am and 5pm Monday to Friday.
- You can email us on claims@aspray.com
- You can write to us at: Aspray Limited, Unit 9 Dalton Court, Commercial Road, Darwen, Lancashire, BB3 0DG
How will my complaint be handled?
At Aspray, all complaints are handled in accordance with Financial Conduct Authority (FCA) guidelines.
In the first instance, your complaint will be dealt with by your local Aspray representative. Your representative will have 3 working days from the date of the complaint to resolve your issue. Once the issue is resolved, you will receive a Summary Resolution Communication from our head office.
Should your assessor be unable to resolve your complaint within this timeframe, it will be referred to our head office.
If your complaint is escalated to our team at head office, you will receive acknowledgement of your complaint in writing along with a copy of the complaints handling procedure outlining your rights throughout the process.
Our team at head office will then investigate your complaint, liaising with yourself, the assessor and any necessary third parties to gather all required evidence. If necessary, a head office representative, or independent surveyor with Aspray Head Office consent, will attend site to assess the works carried out.
No later than 8 weeks after receiving the complaint, our head office team will provide a written final response based on the evidence we have received. This will outline our decision regarding the complaint and any further action, where necessary.
In some cases, we may need a little extra time to fully investigate the complaint. In these instances, we will still write to you within the 8 weeks outlining the reasons why more time is needed and how much time is required.
Once you receive our final written response, should you be unhappy with the decision, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final written response letter using the contact information below.
The Financial Ombudsman Service
If you are not satisfied with our response to your complaint, you may be able to refer it to the Finanancial Ombudsman Service, who can be contacted in the following way:
| By Post: | The Financial Ombudsman Service Exchange Tower London, E14 9SR |
| By Telephone: | 0800 023 4567 0300 123 9123 |
| By Email: | complaint.info@financial-ombudsman.org.uk |
| By Website: | www.financial-ombudsman.org.uk |