Complaints Procedure

1. Introduction

TRUVERI LTD (trading as LIQUI) is committed to providing a high standard of service. However, we recognise that sometimes things go wrong. This Complaints Procedure explains how to make a complaint and how we will handle it.

We take all complaints seriously and aim to resolve them fairly, consistently, and promptly.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This includes complaints about:

• The quality of our service
• How we have handled your application or enquiry
• The conduct of our staff
• Our fees or charges
• Information we have provided
• How we have handled your personal data

3. How to Make a Complaint

3.1 Contact Us

You can make a complaint by any of the following methods:

3.2 Information to Include

To help us investigate your complaint, please provide:

• Your full name and contact details
• Your invitation code (if applicable)
• A clear description of your complaint
• When the issue occurred
• Any relevant reference numbers or correspondence
• What outcome you are seeking

4. Our Complaints Process

4.1 Acknowledgement

We will acknowledge your complaint within 3 working days of receipt. Our acknowledgement will include:

• Confirmation that we have received your complaint
• The name of the person handling your complaint
• Our expected timeframe for resolution

4.2 Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing relevant records and correspondence
• Speaking with staff members involved
• Gathering additional information from you
• Consulting with third parties where appropriate

4.3 Resolution

We aim to resolve complaints as quickly as possible:

• Simple complaints: Within 5 working days
• Standard complaints: Within 15 working days
• Complex complaints: Within 8 weeks

If we cannot resolve your complaint within 8 weeks, we will write to you explaining why and when you can expect a final response.

4.4 Final Response

Our final response will:

• Summarise your complaint
• Explain our investigation findings
• Set out our decision and the reasons for it
• Detail any remedial action or redress offered
• Explain your options if you remain dissatisfied

5. Possible Outcomes

Depending on the nature of your complaint, we may:

• Provide an apology
• Correct any errors or mistakes
• Provide a full explanation
• Take steps to prevent similar issues
• Offer appropriate redress or compensation

6. If You Remain Dissatisfied

6.1 Internal Review

If you are not satisfied with our initial response, you may request an internal review by a senior manager. Please write to us within 14 days of receiving our response, explaining why you remain dissatisfied.

6.2 External Bodies

If you remain dissatisfied after our internal process, you may have the right to refer your complaint to external bodies:

7. Complaints About Third Parties

If your complaint relates to a specialist lender we introduced you to, you should direct your complaint to that lender in the first instance. They will have their own complaints procedure.

If your complaint is about how we handled the introduction, please contact us using the details above.

8. Record Keeping

We maintain records of all complaints received, including:

• The nature of the complaint
• How it was investigated
• The outcome and any remedial action
• Timeframes for resolution

We use this information to identify trends and improve our services.

9. Confidentiality

All complaints are treated confidentially. Information will only be shared with those who need to know in order to investigate and resolve your complaint.

10. Vulnerable Customers

We are committed to treating all customers fairly, including those who may be vulnerable. If you have any specific needs or require adjustments to how we communicate with you, please let us know and we will do our best to accommodate your requirements.

11. Contact Us

If you have any questions about this Complaints Procedure, please contact: