Complaints
Help us to help you
At Platform we are committed to providing you with the best
service possible. However, we recognise that sometimes things
can go wrong. When they do, we want to know so that we can help
sort them out as quickly as possible.
Here we explain how you can help us to deal with your
complaint as efficiently as possible. It also tells you what you
can do if you think the problem has not been resolved to your
satisfaction.
If you have a complaint
If, for whatever reason, you are not happy with Platform’s
products or services, please follow the stages below.
Stage 1
If your complaint relates to your
application for a mortgage, please contact our office in Leek:
Platform, PO Box 3462, Cheadle Road,
Leek, ST13 9BG
Telephone: 0845 600 7200*
If your complaint relates to your mortgage
account or to insurance, please contact our office in Plymouth:
PO Box 237, Plymouth PL1
1WG
Telephone: 01752
236555
Wherever possible, can you please provide
your account number and daytime contact telephone number.
Stage 2
In the unlikely event that we have been
unable to resolve your complaint at the first stage, you can
contact our Customer Feedback Centre, either in writing or by
telephone.
Customer Feedback Centre (C097),
Britannia House, Cheadle Road, Leek, Staffordshire, ST13
5RG
Telephone: 01538
391744
They will review all aspects of your
complaint and ensure that a final response is provided.
Stage 3
Should you still remain unhappy with our
response, you may be eligible to refer the matter to the Financial
Ombudsman Service. You must do this within 6 months of our final
response. We will include details of this service when we respond
to you.
It is important that you give us the
opportunity of solving the problem first before referring your
complaint to the Ombudsman, as they will normally only consider
your complaint when they see that it has not been possible to reach
a satisfactory outcome with us directly.
How long before I get a reply?
We will acknowledge your complaint within 5 working days and
endeavour to provide you with a full response within 20 working
days or to explain why we need more time to respond. These
timescales should allow us to fully investigate and respond to your
concerns. However, where possible, we will do our very best to
respond to you more quickly.
If after 40 working days we are not in a position to issue a
full response to your complaint, we will confirm this, together
with the timescale within which you can expect a final response. At
this stage, if you are dissatisfied with the delay you mayrefer
your complaint to the Financial Ombudsman Service.
Finally...
We do hope that you never have the need to resort to this
complaints procedure. If you do, please be assured that we will
deal with your complaint as quickly and fairly as possible.