Committed To Customer Care

How we deal with enquiries and complaints

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Make sure you are happy with how your complaint was handled


How and where to complain:

If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:

  • Online - use the Customer Support form below
  • In Person - Unit 15, Woodside Road, South Marston Industrial Estate, Swindon SN3 4WA
  • In Writing -  Write to us at the above address, letter addressed to The Complaints Department
  • By Email - andy@twcframes.co.uk
  • By Telephone – 01793 781413


How Long Will It Take?

We will aim to resolve your complaint straight away but if we can’t we will contact you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly but if it’s complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we Cannot Reach Agreement With You

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

  • Send a letter or email giving our reasons for the delay and an indication of when we expect to provide a final decision
  • Issue our final decision letter which will explain our final position 

Or

Our aim is to resolve all credit brokerage related complaints internally. However if after receiving our final position letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If you want the FOS to look into your complaint you must contact them within six months of the date of our final decision letter.

Financial Ombudsman Service
Exchange Tower, London, E14 9SR

Telephone: 0800 0234567

complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their website at: www.financial-ombudsman.org.uk

TWC Frames Limited is authorised and regulated by the Financial Conduct Authourity. We act as the credit broker and not the lender. We are not paid any commissions by the lenders.


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© 2022 TWC Frames Ltd.

Authorised and regulated by the Financial Conduct Authority.

Credit is subject to application and affordability. Terms and conditions apply. Minimum loan value £1,000. TWC Frames Limited of Unit 15, Woodside Road, South Marston Industrial Estate, Swindon, Wiltshire SN3 4WA (Registered No. 08253778 & VAT No. GB 181 2030 50) is a credit broker and is authorised and regulated by the Financial Conduct Authority. Credit provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority (Register No. 704348).