ReduceMyExcess hopes that you will be satisfied with our services wherever you come into contact with our business. However we know that there might be times where things go wrong and our high standards are not met.
If you are unhappy with our services in any way, we welcome your comments and feedback. This allows us to understand what has happened and resolve problems promptly and effectively. Your feedback is invaluable in helping us improve our services for the future.
Raising Your Complaint
Please contact us using the button below:
Alternatively you can send us an email:
You can also get in touch with us by using the live chat functionality on the bottom right of your screen.
Or if you would prefer to write a letter, please send it to ReduceMyExcess, Bury House, 1-3 Bury Street, Guildford, Surrey, GU2 4AW.
What do we need from you?
It is important you provide us with as much information as possible so we can deal with your complaint as quickly as possible and avoid delays. This includes:
Your complaint will be passed to our Complaints Handler who manages all complaint-related queries.
Upon Receiving Your Complaint
You can expect a formal acknowledgement of us receiving your complaint promptly.
Our investigation will be fair and impartial and conducted thoroughly.
We will also keep you informed of any progress made or of any updates where necessary.
You can expect us to issue our Formal and Final Response within 8 weeks. This will include the findings of our investigation alongside any action we have or will take if you are still not satisfied.
Financial Ombudsman Service
If you remain dissatisfied following our Final Response, or if this has not been issued to you within 8 weeks of your complaint being raised you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service provides a free, independent service for resolving disputes. You can get in touch with them online at www.financial-ombudsman.org.uk, by calling them on 0800 023 4567, or by sending a letter to Financial Ombudsman Service , Exchange Tower, London , E14 9SR.
How Can We Best Support You?
We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know.
We will take reasonable measures to adapt our communication, provide you with additional assistance to guide you through the complaints process.