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Customer complaints.

In the unlikely event that you are not completely satisfied with our product, workmanship or service, please tell us by using the following procedure: 

Stage 1

In the first instance, contact our customer service team by emailing servicecentre@crsmith.co.uk. Alternatively you can call 01383 732181. 

Stage 2

Contact our Head of Customer Service by emailing headofcustomerservice@crsmith.co.uk who will personally investigate and endeavour to resolve your problem. Alternatively you can write to: Head of Customer Service, CR Smith, Gardeners Street, Dunfermline, KY12 0RN.

Stage 3

In the unlikely event that the matter is not resolved to your satisfaction, contact our Director of Operations by emailing directorofoperations@crsmith.co.uk. Alternatively you can write to: Director of Operations, CR Smith, Gardeners Street, Dunfermline, KY12 0RN.

Whether you have followed the above procedure or not, you are of course always free to refer the matter to your own solicitor, other adviser or to The Department of Trading Standards, at Fife House, North Street, Glenrothes, KY7 5LT.

Complaints relating to finance

If you are not satisfied with any aspect of your finance agreement, you can contact us by any reasonable means.
Email us at financecomplaints@crsmith.co.uk. Alternatively, you can call us on 01383 732181 or write to Finance Complaints, CR Smith, Gardeners Street, Dunfermline, KY12 0RN.

We aim to resolve all complaints quickly and fairly while investigating them thoroughly and we will;

  1. Aim to reply within 5 business days with a resolution
  2. If we are unable to resolve the matter within these 5 business days, we will write to you to explain;
    • Why we have not been able to resolve your complaint
    • Who is dealing with it
    • When we will contact you again

Some complaints are more complex and may take longer to investigate and resolve. We will keep you informed of progress on a regular basis (and at a minimum 4 weekly) but you are welcome to contact the person handling your complaint for an update.

In any event, we will aim to issue a final resolution within 8 weeks.

If we cannot agree a solution with you within 8 weeks we will write to you to explain why and give an indication of when to expect us to make a final decision.

We will also advise you of your right to refer your complaint to the FOS where applicable. Their contact details are below.

If you do not agree with our resolution, you can also refer to the FOS. You must contact them within 6 months of the date on our final response letter.

Financial Ombudsman Service

If after receiving our final decision letter or if 8 weeks have passed without receipt of our final decision letter, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). 

Their details are The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Telephone: 0800 023 4567.
Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk