Complaints Procedure

Our goal is to give excellent service to all of our customers. We take all complaints seriously in order to improve our service and aim to resolve all problems promptly.

At first instance, please contact us on 0141 221 2323 and we will try and resolve your complaint by telephone. If we cannot resolve your complaint by telephone you can make a formal complaint in writing to:

Carrington Dean Group Limited
Complaints Department
Fyfe Chambers
105 West George Street
G2 1PB

or you can e-mail your complaint to:

How Carrington Dean will deal with your complaint:

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that Carrington Dean will adhere to respond to your query.

We will acknowledge receipt of the complaint promptly. We will issue a final response by the end of eight weeks after receipt of the complaint. The final response will set out one of the following:

1. Acceptance of the complaint and, where appropriate, offer redress or remedial action.

2. An offer of redress or remedial action without accepting the complaint.

3. A rejection of the complaint and the reasons for doing so.

If we are unable to make a final response by the end of eight weeks, we will inform you in writing of this and indicate when we will be in a position to make a final response.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9GE

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