We strive to give our customers the best possible service. However, if on occasion we don't get it right, please tell us and we'll do our very best to resolve matters to your complete satisfaction.
You can tell us about your concern in the following ways:
- Write to us at Arts & Business, 21 Bennett's Hill, Birmingham B2 5QP
- Telephone us on 0121 248 1200
- Email us on visual@AandB.org.uk
We aim to solve the problem straight away. However, if we have been unable to resolve your complaint within one week we will write to tell you why. We will also tell you who is dealing with your complaint and when we expect to contact you again. We will contact you regularly until your complaint is resolved.
If you complaint is particularly complicated then it may take some time to resolve. If, together, we can't reach an agreement by the end of eight weeks, we will write to you giving our reasons for the delay and indicate when we expect to provide a resolution. At this time we may decide to refer the complaint to our Executive Directors Group. They will issue our 'final response letter' explaining our final position.
What to do if we can't reach agreement together
We aim to resolve your complaint as quickly as possible and to your complete satisfaction. However, if we can't reach agreement with you, our Executive Directors Group will send you a 'final response letter'. This letter will clearly set out the position of Arts & Business in relation to your complaint. You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.
If you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into you complaint you must contact them within six months of the date of any 'final response letter' issued.
About the Financial Ombudsman Service
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into and further information about this can be obtained from them directly.
To contact the Financial Ombudsman Service:
- Write: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
- Call: 0845 080 1800
- Web: Visit the Financial Ombudsman Service website here.
Finally ...
We are committed to resolving your complaint fairly and quickly, so please contact us as soon as possible and we will listen to your concerns and do our best to agree a resolution with you.