While we always strive to deliver the highest level of service, we understand that sometimes things might not meet your expectations. If that happens, we have processes in place to look into any concerns and put things right where we can.
If you wish to raise a complaint about the services we’ve provided, please contact us at:
riskandcompliance@yourshield.co.uk
Yourshield Complaints
21 Hornbeam Square South,
Hornbeam Park,
Harrogate,
HG2 8NB
When you make a complaint, we commit to the following:
We’ll first try to resolve the issue informally and confirm in writing if it’s been resolved.
All complaints and concerns will be reviewed fairly and independently by someone with the appropriate level of authority.
We’ll acknowledge formal complaints promptly.
We aim to provide a full response within four weeks. If more time is needed, we’ll let you know why and keep you updated.
If we’re still unable to resolve your complaint after eight weeks, we’ll explain the reason why and refer you to the Financial Ombudsman Service (if applicable).
If you feel that we have not been able to satisfactorily resolve the matter following our internal complaint procedure, you may have the right to refer your complaint to the Financial Ombudsman Service; the address is:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Taking any of the above action does not affect your statutory right to take legal action.
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