Croner is committed to providing an efficient and reliable service for its clients. In order to achieve this, Croner keeps up-to-date with technology and employs dedicated, well-trained staff.
On the rare occasions that any part of our service does not meet your expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner.
It is the policy of Croner that all complaints are taken seriously and are dealt with in a uniform way. As a Croner client, you will receive acknowledgment from the recipient of the complaint within 2 working days. A proposed resolution to the complaint will be issued to our clients within 10 working days (or 20 working days if it’s a particularly complex or technical response). If for any reason there is an unavoidable delay in issuing a response to the complaint, the client will be informed and a new deadline issued/agreed.
All complaints will be dealt with by our Client Experience Team and a Resolution Specialist will be allocated on receipt of your complaint. All clients can contact their designated Specialist if they have any questions or queries, or if they wish to enquire about the progress of a complaint. The Client Experience Team are available by telephone on 0800 880 7268 during office hours between 9.00am to 5.30pm.
Should any client be dissatisfied with the handling of a complaint at any time, they should inform their designated person initially who will then escalate the matter appropriately where necessary.
If you are dissatisfied having followed all the stages of the above, please write to:
Should you have any comments or feedback we would welcome them. Please send these to the Directors Office at the address above.
Complaints to the Financial Ombudsman Service (“FOS”)
In the event that you remain dissatisfied, if you are an eligible complainant (as defined by FOS), you can refer your complaint to the FOS, free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
For more information please contact the FOS at:
The Financial Ombudsman
Service Exchange Tower
Complaints to the Legal Ombudsman
In the event that work is undertaken on your behalf by one of our Solicitors, and you remain dissatisfied after following the above complaints procedure, you may have the right to refer your complaint to the Legal Ombudsman.
You may refer your complaint to the Legal Ombudsman, free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Legal Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For more information please contact the Legal Ombudsman at:
The Legal Ombudsman
PO Box 6806