Page 3 - TD Complaints Procedure Leaflet

If we are unable to resolve your complaint Where we are able to resolve your complaint
immediately we will investigate your by the close of three business days following
complaint and endeavour to send a final receipt, and this is to your satisfaction, we will
response to you within 14 days of receipt issue a written summary of our findings and
of your initial complaint. If we are unable to their conclusion. If having received this letter
provide you with a final response within this you remain dissatisfied, you may refer the issue
time we will send you an update. to the Financial Ombudsman Service (FOS) -
If we are unable to provide you with a full The Financial Ombudsman Service
response after a total of 28 days from the Exchange Tower
date of your initial complaint and we send London
you an update, that update will provide you E14 9SR
with details of our intended action and the
associated timescales. We will continue to T: 0800 0234 567
correspond with you at regular intervals until we W: www.financial-ombudsman.org.uk
are able to provide you with a final response.
If your complaint cannot be resolved
If you feel you are unhappy with our response by the close of three business days
and you feel that your complaint has not been following its receipt, you will receive our
resolved we will direct you to an appropriate written acknowledgement setting out
Alternative Dispute Resolution (ADR). our understanding of your complaint and
enclosing a copy of these procedures, and
Consumer Credit & Credit- we will ensure that you are regularly kept
informed of our progress with regards to the
Broking Complaints Procedure investigation into your complaint.

If your complaint relates to a consumer credit We will endeavour to send you our Final
service or credit-broking activity provided by Decision Letter; addressing your concerns
Tingdene Holiday Parks Limited (under CCL and providing you with our decision within 8
628949) or credit-broking activity provided weeks or keep you informed of the progress
by Tingdene Boat Sales Limited (under CCL of your complaint if not resolved before then.
614510) we operate a specific complaints Where we are unable to provide you with
policy as set out by relevant guidelines. our Final Decision Letter, we will send you
confirmation of this in writing along with an
Specifically in relation to consumer credit or explanation as to why we have been unable
credit-broking complaints: to complete our investigations within this
time scale. We will confirm when you can
We will acknowledge your complaint promptly next expect contact from us.
following receipt, enclosing a copy of these
procedures. Where we are still unable to complete
our investigations within 8 weeks of your
If you make an oral complaint, our written complaint, we will send confirmation of this
acknowledgement will set out our in writing along with an explanation as to
understanding of your complaint. why we have been unable to complete our
investigations within this timescale. We will
If we have reasonable grounds to be satisfied confirm when you can next expect contact
that another firm may be solely or jointly from us. At this stage, you may also refer
responsible for the allegation(s) made, we your complaint to the Financial Ombudsman
will promptly forward the complaint or the Service.
relevant part of it to that firm. We will write
to you to confirm our actions and provide We will provide you with a copy of the
contact details of the firm concerned. Financial Ombudsman Service leaflet; ‘your
complaint and the ombudsman’.

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