1. We will acknowledge your complaint within 5 working days of receipt and tell you who will be investigating it.
2. We will investigate what happened. Sometimes as a result, we will need further information which may mean we need to speak to you further. We will confirm to you how long this will take .
3. Our investigation will be thorough , and we will tell you what we have found out within the agreed timescale. Where appropriate we will suggest a solution or remedy.
4. We hope that you will be satisfied with our conclusions but if you are not happy please contact our Managing Director Karen Bulgarelli, in writing. You can do so by post to: Solaris Law Ltd , Forum 5, Solent Business Park, Whiteley, Fareham, PO15 7PA or by email to kbulgarelli@solaris-law.co.uk Karen will arrange a further review with a senior manager not involved in your original complaint, tell you who will investigate your complaint and how long the investigation will take. After fully investigating your complaint we will give you our final response and explain the reasons behind the decision.
5. Solaris Law’s aim is to treat customers fairly at all times. However, we recognise that sometimes things can go wrong. If you’ve got an issue, in the first instance please contact us via complaints@azzurroassociates.com
If you’re not satisfied with the outcome of your complaint, and your complaint falls under the remit of the Financial Ombudsman, you can contact them online at Financial Ombudsman Service or call 0800 023 4567; the FOS are an independent authority for settling complaints between businesses and their customers. However, if you do not take up the problem with us first, any case will be referred back to us by the ombudsman in the first instance.
If your complaint falls outside of the remit of the Financial Ombudsman you may refer your complaint to the Credit Services Association by emailing info@csa-uk.com or calling 0191 217 0775. The Azzurro Group are members of the Credit Services Association (CSA) and they investigate complaints raised between customers and their members in relation to the CSA Code of practice.
Where you believe we are acting otherwise in accordance with the law you have the right to lodge a complaint straight to the supervisory authority. For the UK that would be The Information Commissioner’s Office. An online service is available at: https://ico.org.uk/concerns/handling/
Data Protection
If you have any questions about how we process your personal data please refer to our Privacy notice or contact our Group Data Protection Officer via dpo@azzurroassociates.com
