At Just Retirement Solutions we believe in looking after our customers. This means we are committed to providing you with a professional, first class service at all times. We do recognise, however, that occasionally we may not live up to our promise.
Your comments - good or bad - are very important to us. Not only do they allow us to improve our service, but give us the insight to identify any areas that could benefit from further development, including that of our staff.
If you wish to provide us with some feedback please contact our quality assurance team:
Phone:0845 3001966
What happens when we receive a complaint Once a complaint has been received, whether via telephone, letter, fax, email or in person, it is reported to our dedicated quality assurance team who co-ordinate all customer complaints.
They will then decide if it is something which can be dealt with straight away in which case we will contact you by telephone and try to resolve your complaint within 24 hours.
We endeavour to resolve all complaints in at least 70% of cases within 24 hours, and 95% within 4 weeks.
Investigating your complaint If we haven't been able to resolve your complaint within 24 hours and we feel your complaint requires a full investigation, you will have a dedicated person dealing with it from start to finish with the aim of resolving it within 4 weeks of receipt.
In the first instance, we will send you a letter of acknowledgment. We will then either issue you with a final response, or, if we are still investigating, we will write to you to explain what is happening and when we expect to be able to send you a final response.
Taking your complaint further If we have not been able to resolve your complaint within 8 weeks of receiving it, we will write to you again to explain why we are not in a position to provide a final response and indicate when we expect to be able to do so. For some complaints we need to obtain information from an external source and this can cause delays.
On receipt of our final response or on reaching the 8 week point, you have the option to refer the matter to the Financial Ombudsman Service, if you still remain dissatisfied.
The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services.
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If, for whatever reason, you are unhappy with the response you receive, please do get in touch with us. We will endeavour to agree with you what the next possible steps are in an effort to reach a fair and reasonable resolution.