Complaints

Customer feedback policy

Last updated: 16/08/22

Customer Feedback Policy

At Liberis, we do everything possible to make sure that our customers receive the best possible service and are treated fairly. There may be times, however, where we do not get things right the first time and the service you receive falls short of both of our expectations.

If you are not completely happy with any aspect of our service, please let us know. We welcome your feedback as it gives us both the opportunity to put things right and to make improvements to our product and service.

How do I contact Liberis about a complaint?

Please contact us in one of the following ways.

Email: customerexperience@liberis.com

Phone: 0303 313 0070

What is needed from me?

We will aim to resolve your complaint as quickly as possible, to help us do this, please include the following details when contacting us.

• Your full name
• Your contract number
• The e-mail address which is registered with us
• A contact telephone number
• Details of your complaint and any supporting documents you wish to include

What happens once I have made my complaint?

• We will acknowledge receipt of your complaint within 3 business days
• We will aim to resolve your complaint within 7 working days, where possible
• If we are unable resolve your complaint within 7 working days, we will keep you updated on the progress and get in touch with you if we require any further information regarding the complaint.
• We will issue our Final Response within 8 weeks of receiving your complaint. This will detail our findings and outline any remedial action we have taken as a result.

Can I escalate my complaint to the Financial Ombudsman Service?

The Financial Ombudsman Service will not be able to settle a dispute with Liberis, however, we always aim to investigate and resolve your complaint in a fair and transparent manner. It is important when making your complaint, that we are provided with as much information as possible which will help us understand what went wrong and what actions need to be taken to put things right.