Appeal Avenue Complaints Procedure

17/07/2025
Posted by: Appeal Avenue
Category: FAQs

If you are unhappy with the service you receive from Appeal Avenue

Customer service is absolutely at the heart of everything we do at Appeal Avenue. We will always strive to do our best to ensure our customers are happy with the service they receive from us. However, if you ever feel that our service has fallen short of your expectations, here is our complaints procedure:

Step 1

If you are unhappy with the service you have received from Appeal Avenue, please get in touch with us and explain what you feel we have done wrong and what you would like us to do to put it right. You don’t have to put your complaint in writing, but you can if you would prefer to. You can complain to us via email or telephone.

Step 2

We will listen to your concerns and complete a full investigation of your complaint. This investigation will be completed by one of Appeal Avenue’s company directors.

Step 3

We will respond to your complaint within 8 weeks of the date we receive your complaint. This response will explain our findings. If our investigations find that we have made a mistake, we will tell you what we will do to put it right. If we don’t find that we have made a mistake, we will explain why.

Step 4

If you don’t agree with our response to your complaint, you have the right to escalate your complaint to the Financial Ombudsman Service within 6 months of the date on our response letter.

You can find more information about escalating your complaint to the Financial Ombudsman Service here: How to complain (financial-ombudsman.org.uk)