Consumer Finance Complaints procedure
Consumer Finance Complaints procedure
In the event of you being unhappy with any of our products or the service you have received from us in conjunction to your Consumer Retail Finance application, please use our complaints procedure detailed below to understand how to make a complaint to ESP Music Disco Ltd T/A www.djkit.com. During the procedure it may be necessary for our team to discuss the complaint with our consumer finance provider, we will notify you if and when this may take place.
*Please note this procedure is only for any complaints in conjunction to a Consumer finance application. Any complaints recieved that are not in conjunction with a consumer finance application will not be covered by this procedure.*
The majority of complaints can be dealt with by a member of our customer services team. Please contact us either be phone on 01635 780002 or alternatively via email to [email protected]. So as to help speed the process up please have your order number to hand and clear detailed information detailing the complaint. Depending on the nature of the complaint we will aim to have the complaint resolved within 72 hours from the time the complaint is logged with our customer services team. If more time is required due to further investigations etc we will notify you of the delay and provide a new resolution date.
If you feel your complaint has not been resolved to a satisfactory level please move on to Step Two below.
Please make the customers services agent who is dealing with your request aware of your decision and request to esculate your complaint. The agent will then log your complaint on the complaints database and make management aware. You will be advised at this stage you are required to make the complaint in writing to the address provided below. Please provide as much detail regarding the complaint including your order number in your correspondence. Please also indicate how you would prefer to receive future correspondence and updates regarding your complaint.
Complaints department: ESP music Disco Ltd, Unit B1 Shannon, House Hambridge Road, Newbury, Berkshire RG14 5SS
Upon receipt of your complaint you will be contacted by our management team, via your preferred correspondence method, to confirm receipt. You will be advised that we will respond within 7 working days from the date of receipt of your complaint. At this point we will make our current retail finance partner aware of the complaint and share all previous and future correspondence with the necessary departments.
Depending on the nature of the complaint we may require more time to investigate the all the details. You will be notified within 7 days and an explanation will be offered as to why we require more time to continue our investigations.
Once we have come to our decision regarding your complaint we will contact you via your preferred correspondence method and offer you our final response. If required we can also provide our final response in writing to you.
If you feel your complaint still has not been resolved to a satisfactory level please move on to Step Three below.
If you’re not satisfied with how we dealt with your complaint and remain unhappy with the outcome of our final response – you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service are an independent body set up by law to provide a free service for resolving consumer complaints. There are time limits for referring complaints to The Financial Ombudsman Service. The contact details can been seen below.
Contacting the Financial Ombudsman Service
Phone: 08000 234567 or 03001 239123
The Financial Ombudsman Service South Quay Plaza
183 Marsh Wall