Complaints Procedure

We are committed to providing excellent service. However, if something goes wrong, we want to know about it so we can put it right. Below is our process for handling complaints.

How to Make a Complaint

You can contact us in any of the following ways:

  • Phone: 01656 502099
  • Email: sales@sionjonescommercials.co.uk
  • Post: Sion Jones Commercials Ltd, 1 The Portway, Porthcawl, CF36 3XB

Please provide as much detail as possible, including your name, contact details, and a clear description of your complaint.

Our Process

1

Acknowledgement

We will acknowledge your complaint within 1 business day of receiving it.

2

Investigation

We will review the circumstances of your complaint, examine relevant records, and speak with any staff involved.

3

Resolution

We will provide you with a detailed response explaining our findings and any action we intend to take. Where appropriate, we will offer compensation or remedial action.

4

Follow-up

We will contact you to ensure you are satisfied with the outcome and that the matter has been fully resolved.

Response Timeframe

We aim to resolve all complaints within 8 weeks. For more complex matters, we will provide an initial response within 4 weeks with an update on our progress.

If You Are Not Satisfied

If you are not happy with our response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service.

Financial Ombudsman Service

Exchange Tower, London, E1 6AN

Phone: 0207 365 9900

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

Our Commitment

  • Treat all complaints fairly and without prejudice
  • Investigate thoroughly and impartially
  • Provide clear explanations of our findings
  • Take corrective action where needed
  • You will never be penalised for making a complaint