Our policy

Carbon Fifty Ltd is committed to providing the highest levels of care to all our customers. If you are in any
way dissatisfied with our product(s) and or service(s), then please let us know as soon as possible. This will help us to continually improve our service to you.

What to do if you have a complaint

Please contact us at the above address, detailing the nature of your complaint. We would ask you to provide
your contact details, and indicate your preferred method of communication, e.g., telephone, email.

Our complaints procedure

• Complaints can be made by letter, email or telephone.
• We will acknowledge receipt of your complaint, using your preferred method of communication,
  within five working days.
• We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.
• Complaints should normally be directed to the member of staff with whom you have been dealing with in
  order to allow them to explain what actions have been taken and to help resolve your concerns. If you
  prefer, you may ask for the name of their line manager and direct your complaint to them.
• We aim to resolve all customer complaints as quickly as possible. The length of time will depend on
  the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an
  explanation, and set out expected timescales within which matters should be resolved.
• Any correspondence will be treated in confidence. An exception will be made in the event that a third
  party is implicated by your complaint, and we need to discuss the details of your issue with them in
  order to reach a satisfactory conclusion.
• We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the
  outcome of our complaint’s procedure, then you may exercise your right to contact the Financial
  Ombudsman Service.
  
  If you are dissatisfied with the outcome of a complaint you have made, you are able to seek advice and assistance from the Financial Ombudsman Service. financial-ombudsman.org.uk