Complaint Management

Even when an organisation such as ours is committed to providing excellent service, we recognise that sometimes this may still go wrong. If you wish to make a complaint about any aspect of our service, our aim is to resolve it as quickly as possible.

We guarantee that:

• Your complaint will be dealt with diligently, fairly and promptly
• Our complaint process will comply fully with the requirements of the Financial Services Authority (FSA)
• You can make your complaint in the medium you prefer, i.e. telephone, fax, letter or email
• We will aim to provide you with a final response within ten working days. If this is not possible, we will advise you of the reasons for the delay and provide you with a date by when we will be able to issue a final response
• We will identify and capture any deficiencies in our process to allow continuous improvement in the Oriel service

For further details of our Complaints process please email contact our Customer Services Team at customerservices@oriel.co.uk

Please note the full contact details for our Customer Services Team are as follows:

Vulcan House
Pendeford Business Park
Wobaston Road
Wolverhampton
WV9 5HA

Tel: 01902 396014
Fax: 01902 786737
Email: customerservices@oriel.co.uk