~

Complaints process

How do I contact you?
If any issues arise in the course of your dealings with us, let us know as quickly as possible. Most problems can be resolved quickly by a Customer Consultant, so we advise that you get in touch as soon as you realise there is an issue.

What if I'm still not satisfied?
If our Customer Consultants can’t resolve your concerns, the matter will be referred to the Complaints team. If our complaints team haven't already resolved your issue, Cabot will contact you either by telephone or in writing to let you know that we’ve received your complaint. If you have any documentation that could help us with our enquiries, please forward this as soon as possible so that we can resolve your complaint more quickly. 

How long will it take? 
Regulatory requirements mean we have eight weeks in which to resolve your complaint, however, we aim to conclude our investigation and send out a final response by week four. If we’re unable to do so (if we are awaiting information, for example), we will keep you updated with our progress throughout. In any case, our final response will be issued by week 8.

 

Resolution

We appreciate that in some circumstances, you may not be happy with our final response. If this is the case, let us know and we will investigate further to resolve any additional concerns you may have. It’s often easier to discuss things over the phone as we can often resolve the situation quicker.

Our Customer Complaint Handlers are available on 0345 849 8891 from 08.00 - 17.00 (Monday to Friday).* Or you can email: customercare@cabotfinancial.com

*Calls to our 03 numbers are charged at local rate from landlines and mobiles.

 

Escalation process

Should you feel that your complaint has not been resolved satisfactorily through our complaints procedure, you may refer the matter to the Financial Ombudsman Service within six months of our final response. The contact details are:

Financial Ombudsman Service 
Exchange Tower 
London 
E14 9SR

Tel: 0300 1239 123

Email: complaint.info@financial-ombudsman.org.uk

Web: www.financial-ombudsman.org.uk

Please be advised that the Financial Ombudsman Service is not able to investigate every complaint that it receives, as the issue may not be within its jurisdiction.

 

Alternatively, we are a member of the Credit Services Association (CSA), who can also act as a mediator. Their contact details are:

Credit Services Association Ltd 
2 Esh Plaza 
Sir Bobby Robson Way
Great Park 
Newcastle Upon Tyne 
NE13 9BA

Tel: 0191 21 7 0775

Web: www.csaconsumers-uk.com

 

In addition, depending on the subject matter, you may be able to refer your complaint to the Consumer Ombudsman. If this is an option for you, you will be advised of this when you speak to a Complaint Handler. Their contact details are:

Ombudsman Services Communications 
PO Box 730 
Warrington 
WA4 6WU

Tel: 0330 440 1614

Email: osenquiries@os-communications.org

Web: www.ombudsman-services.org

 

Please note: We may monitor or record phone calls with you to help improve the quality of our service.

View CCM Complaints Data