We strive to provide excellent service and treat all our customers fairly. However, sometimes we may get it wrong and you could feel you did not get the service you expected. When this happens we want to know.
Our complaints handling procedure means:
If you have a complaint or grievance you should contact our Head Office and speak to a member of our team. We will respond to your complaint and attempt to resolve it. If we cannot resolve it straight away we will inform you of the steps we will take. We will confirm this in writing.
Here at Tees we recognise that sometimes we do not quite get things right but we are committed to ensuring we listen to your grievance and act on it promptly.
If you're unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes.
While you can refer your complaint to the FOS at any time, they'll need our consent to investigate complaints where:
If you decide to refer your complaint after we've issued our Final Response, you should do so within 6 months of the date on our Final Response letter.