Complaints Procedure
Trace It UK Ltd are committed to treating customers fairly, and ensuring all services are conducted professionally, respectfully, and in compliance with all applicable laws and regulations. If you are dissatisfied with any aspect of our service, please get in touch so we can address your concerns.
How to Make a Complaint
1. Contact Us
You can contact us by email: info@traceituk.co.uk or by post: Complaints, Trace It UK Ltd, 59 Gales Drive, Crawley, West Sussex, RH10 1QA. Please provide your full name, contact information, and a description of your complaint.
2. What Happens Next?
We will acknowledge your complaint within 5 business days of receiving it. Your complaint will be investigated thoroughly and impartially by a trained member of our team. We will aim to issue a final written response within 8 weeks, If we are unable to do so, we will write to you explaining why and when you can expect a full reply back.
3. If You Are Not Satisfied
If you do not receive a response within 8 weeks, or if you are not happy with our final response, you can refer your complaint to the Financial Ombudsman. You must do this within 6 months of receiving our final response. Financial Ombudsman Service, Exchange Tower, London, E14 9SR Tel: 0300 123 9123 email: complaint.info@financial-ombudsman.org.uk
4. Record Keeping and FCA Compliance
We maintain detailed records of all complaints received and the actions taken to resolve them. These records are reviewed regularly to help us improve our services and ensure compliance with the FCA rules and principles, including the fair treatment of customers.