Billon Financial Ltd
At Billon Financial Ltd, we are committed to providing a high standard of service. However, we recognize that there may be occasions where customers wish to raise concerns or make a formal complaint. Our complaints procedure is designed to ensure that all complaints are handled fairly, transparently, and in a timely manner.
1. How to Submit a Complaint
If you are dissatisfied with any aspect of our service, you may submit a complaint using one of the following methods:
• Email: Send a detailed description of your complaint to info@billon.uk
• Post: Write to us at: Billon Financial Ltd 199 Bishopsgate, London, EC2M 3TY, United Kingdom
• Phone: Contact our customer service team during business hours at the number listed on our website.
Please include the following details when submitting a complaint:
• Your full name and contact details
• The nature of your complaint, including relevant dates and transaction details
• Any supporting documents or correspondence
• The resolution you are seeking
2. Our Complaint Handling Process
Once we receive your complaint, we will follow these steps:
1. Acknowledgment: We will acknowledge receipt of your complaint within five (5) business days.
2. Investigation: Our complaints team will conduct a thorough review, which may involve gathering additional information and assessing relevant records.
3. Resolution: We aim to provide a final response within 15 business days from the date of receiving the complaint. If the complaint is complex and requires more time, we will inform you of the delay and provide a resolution within 35 business days.
Our final response will include:
• A summary of your complaint
• The outcome of our investigation
• Any proposed resolution or remedial actions
• Information on your right to escalate the complaint if you remain dissatisfied
3. Escalation to the Financial Ombudsman Service (FOS)
If you are not satisfied with our final response or if we fail to provide a resolution within 35 business days, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), an independent body that handles disputes between consumers and financial service providers.
You can contact the Financial Ombudsman Service using the following details:
Online: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from a UK landline) or 0300 123 9123 (local rate)
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the Financial Ombudsman Service within six (6) months of receiving our final response.
4. Commitment to Fair Resolution
Billon Financial Ltd is dedicated to treating all complaints seriously and resolving them as efficiently as possible. We continuously review our complaint-handling process to improve customer experience and compliance with FCA (Financial Conduct Authority) regulations.
For any inquiries regarding our complaints procedure, please contact info@billon.uk.