Complaints To ThinCats
Here at ThinCats we take complaints very seriously. While we strive to provide a professional, high-quality service, we understand that things can go wrong. If you do feel unhappy with the platform or the service provided, we would like to hear from you so that we can try and put things right as soon as possible.
How to make a complaint
If you want to make a complaint you can email firstname.lastname@example.org with details of your complaint and your account reference. Neither loan Q&As nor discussion forums are appropriate places for making a formal complaint, and any comments placed thereon will not be treated as complaints.
What will we do after receiving your complaint
At ThinCats all of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times.
When we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner. Our complaints procedure is as followed:
We will acknowledge your complaint, by email, within one business day of receipt of your complaint.
We will investigate your complaint, and send you an initial response within five business days.
Within four weeks after receiving a complaint we will send you either a final response which explains why we are not in a position to resolve the complaint and/or indicates when we will make further contact.
Complaints which cannot be settled within eight weeks of the date of the complaint or in respect of which you are dissatisfied with the response given by us, may be referred to the Financial Ombudsman Service.
You may have the right to make a complaint directly to the Financial Ombudsman Service. Information on how to complain can be found at www.financial-ombudsman.org.uk or you can write to:
Financial Ombudsman Service (FOS)
Tel 020 7964 1000
You should refer your complaint to the Financial Ombudsman within six months of the date on the final response.