Let Us Make It Right

If you’re not completely satisfied with our service, we want to hear about it. We are committed to providing high-quality products and customer service, but we understand that sometimes things may not go as planned.

Our Aims

• Make it easy for you to tell us what went wrong.
• Give your complaint the attention it deserves.
• Resolve your complaint fairly and promptly.
• Ensure you’re satisfied with how your complaint is handled.

How to Make a Complaint

If you are unhappy with any aspect of our product or service, you can raise a complaint through the following methods:

In Person:
EIRA Therapy Ltd
Unit 8, Pen-Yr-Orsedd Business Park, Llangefni, LL77 7AW

In Writing:
Write to us at the address above, addressing your letter to “The Complaints Manager.”

By Telephone:
[Insert phone number]

By Email:
[email protected]

Our Process

We aim to resolve your complaint immediately. However, if we can’t, we will acknowledge your complaint within 5 business days, providing:

• The reason we have not yet resolved your complaint.
• Who is handling your complaint.
• When you can expect a further update.

Complaints Involving Third Parties

If your complaint involves both EIRA Therapy Ltd and a third party (such as a finance provider), we will:

1. Inform you within 5 days which parts of the complaint we are responsible for and which are the responsibility of the third party.
2. Provide you with the third party’s contact information.
3. Refer the relevant parts of the complaint to the third party and handle the rest as per our process.

If your complaint solely involves a third party, we will:

1. Inform you within 5 days that the complaint has been referred to the third party.
2. Provide you with the third party’s contact details.

How Long Will It Take?

We aim to resolve most complaints quickly. However, if your complaint is complex, it may take longer. We will keep you updated regularly, but feel free to contact us for updates at any time by speaking to the person handling your complaint.

If We Can’t Reach an Agreement

If we cannot resolve your complaint within 8 weeks and it relates to our credit brokerage services, we will:

• Send a letter explaining the delay and provide a new resolution timeframe.
• OR issue our final decision, outlining our position.

If you are unsatisfied with our final decision or if 8 weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

If you wish to escalate your complaint to the FOS, you must do so within 6 months of our final decision letter.

Contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234567
Email: [email protected]

Visit: www.financial-ombudsman.org.uk for further details.