Complaints Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How to complain

If you have a complaint, please contact us with the details. You can do this by emailing complaints@jnjmarketing.co.uk or by writing to our head office at Unity House, Fletcher Street, Bolton, BL3 6NE.

What happens next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner.
3. We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days.

Complaining to your lender first

Before escalating a complaint to an ombudsman, you must first raise your complaint directly with the relevant lender or finance provider. The Financial Ombudsman Service will generally require evidence that you have already attempted to resolve the matter directly with the firm.

The Financial Ombudsman Service

If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service. This service is free of charge for consumers.

The Legal Ombudsman

If you are still not satisfied, you can also contact the Legal Ombudsman about your complaint.