At Oakam Ltd, every one of our customers is important to us, and we want to ensure that you receive a fair, swift and courteous service whenever you have contact with us.
We pride ourselves on the quality of our service but very occasionally things can go wrong. This leaflet explains how you can make a complaint to us, how we deal with it and what you can expect from us as a responsible lender.
If you need to make a complaint we provide a number of ways for you to do so: in person at one of our stores, on the telephone, in writing by letter, email, fax or online via our website. All contact details are shown below.
However you choose to raise your concerns, our customer service team will respond promptly, effectively and in a positive manner.
If you complain in person, by telephone or in store, we will endeavour to resolve your complaint immediately. Most issues can be rectified within one working day. If your complaint is resolved within three working days we will send a summary resolution communication that outlines the investigation of your complaint and the actions taken as a result.
If we are unable to resolve your complaint within three working days, or if your complaint is in writing, we will write to you within five working days to acknowledge your complaint, inform you of the person who is dealing with it and when they will be able to provide you with more information.
If your complaint is still open after 3 working days, the matter will continue to be investigated and a full response will usually be issued to you within four weeks. On occasion, complicated cases may take a little longer to resolve but you will be kept fully informed throughout the process. Our response will set out the nature of our investigation, our findings, our decision and our proposals to put the matter right.
In the unlikely event that we are unable to provide you with a full response within four weeks, we will write to you to update you on our progress and to inform you of when we expect to be able to resolve the issue to your satisfaction.
We expect to be able to issue a full response within eight weeks for all complaints. However, if we fail to do so, we will write to you to explain the reason for the delay, when we expect to be able to provide a full response and how, if you are unhappy with the delay, you may refer the matter further.
Upon receiving our full response, should you remain unhappy with the outcome you have the right to refer the matter to the Financial Ombudsman Service. This is an independent, free service set up by parliament to look at complaints regarding financial matters.
Firm Name: Oakam Limited
Period covered in this report: 1st July 2018 - 31st December 2018
Brands/Trading Names covered: Oakam
|Number of complaints|
|Number of complaints opened||948|
|Number of complaints closed||661|
|% of complaints where final response was sent within 72 hours of receipt of complaint||5%|
|% of complaints where final response was sent after 72 hours but within 8 weeks (56 days)||40%|
3rd Floor, Sunley House,
4 Bedford Park
Phone: 0203 411 4393
Fax: 0207 099 6327
Financial Ombudsman Service
Phone: 0800 023 4567 or 0300 123 9 123