How we handle your complaint...
At TBMC, we are committed to providing a high standard of service. However, we appreciate that we don’t always get it right. When this happens we want you to tell us about it. Our Head of Operations will review all customer feedback and address issues accordingly.
This page explains how we handle any complaint you may have and aims to demonstrate our commitment to customer service.
When and how will you hear from us...
If we are able to resolve your complaint within three working days, we will send you written confirmation of this
Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days.
We will then undertake a full investigation, to enable us to make an informed assessment of your complaint.
We'll keep you updated on our progress and contact you if we need you to provide further information regarding the issues you have raised
For payment related complaints we aim to resolve these within 15 business days (or 35 days in exceptional circumstances). For all other types of complaint, we will provide a final response within eight weeks, but we aim to get your complaint resolved before this time
We will send you a final response, which will:
- Let you know the outcome of our investigation
- If appropriate, advise you of what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain the reason why
How to contact us:
Head of Operations
2 Village Way
Greenmeadow Springs Business Park
Cardiff CF15 7NE
Telephone: 029 2069 5400
Fax: 029 2069 5401
If we are unable to resolve your complaint within eight weeks, you may contact the NACFB.
Telephone: 020 7101 0359
You may be able to refer your complaint to the Financial Ombudsman Service. You will be notified of this when we initially acknowledge receipt of your complaint.