At Kent Reliance we are committed to giving you the best service at all times. If we do not deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right.

If you are unhappy with any aspect of our service we would like to know about it. We will investigate the situation and set about putting it right as quickly as we can.

You can also download this information in printable PDF format.

How to make a complaint

You can telephone, write or send an email (please include your account number and a daytime contact number) detailing your complaint to our head office at:

Kent Reliance
Reliance House
Sun Pier
Chatham
Kent ME4 4ET
T: 01634 848944
E: customercomplaints@krbs.com

or contact a member of staff at one of our branches

What happens next?

We aim to resolve all complaints by close of business the following working day. If this is not possible, we will let you know that we have received your complaint and are investigating it.

Within four weeks of receiving your complaint we will explain what caused the problem and what steps we have taken to put it right. If we have been unable to settle the complaint by this time then we will tell you why and what we are doing to resolve the issue. We will also tell you when we will be in touch again.

We have a statutory duty to keep a record of your complaint for three years from the time we receive it.

What happens if we cannot resolve the issue?

If we cannot agree a solution, we will send you a final response within eight weeks explaining our position.

If you are still not satisfied or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We will send you instructions of how to do so in our final response letter.

We subscribe to the Financial Ombudsman Service

The FOS provides consumers with a free independent service for resolving disputes with financial organisations.

The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Kent Reliance up to eight weeks to deal with your complaint. If you are still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.

Visit the FOS website www.financial-ombudsman.org.uk for more information about how to take a complaint to them. Their address is:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

T: 0800 0234567
E: complaint.info@financial-ombudsman.org.uk

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