Customer Complaints Information
At Tusker we’re committed to providing a service that makes our customers happy. We recognise that sometimes things do go wrong and when they do, we want to hear from you so we can resolve it, improve our processes and make sure the same mistakes don’t happen again.
Contact us
You can easily give us your feedback by post or email using the contact details below and we’ll contact you to discuss the matter. We will always help and work with you, where our aim is to try and find a solution you’re happy with.
Tusker
4 Hatters Lane
Croxley Green Business Park
Watford. WD18 8YF
resolutions@tuskerdirect.com
Our complaints process
However you choose to contact us, if we can’t resolve the problem straight away, we’ll fully investigate all the issues raised and aim to resolve your concerns as quickly as we can. Depending on the nature of your complaint, we may not be able to resolve it as quickly as we would like to, if this is the case, we’ll keep you updated on our progress and if there’s any reason for a delay we’ll let you know straightaway.
If you have a complaint about our regulated finance products, please be aware that you can complain to our principal firm, Product Partnerships Ltd, Second Floor, Atlas House, 31 King Street, Leeds LS1 2HL, 01274 921234, info@productpartnerships.com. You may also refer your complaint to the Financial Ombudsman Service, Exchange Tower, London E14 9SR, 0800 023 4567 (free for most people ringing from a fixed line), 0300 123 9123 (cheaper for those calling using a mobile), +44 20 7964 0500 (if calling from abroad), complaint.info@financial-ombudsman.org.uk.
What you can expect from us
A member of our team will acknowledge your complaint and try to resolve your concerns as soon as possible, usually before the end of the next working day. If this isn’t possible, we will contact you to explain what we are doing and when you can expect an update from us. If your complaint needs to be escalated we will call or write to you, updating you throughout our investigation, until we can provide you with a final response advising you of our findings.
If you remain unhappy
We always want to be able to resolve matters however, if you feel our response to your complaint does not address your concerns, please let us know so we can understand if there is anything more we can do. Where you’re not satisfied with our final response, you have the right to refer your complaint to the BVRLA.
The BVRLA can be contacted at Chief Executive, BVRLA, River Lodge, Badminton Court, Amersham HP7 0DD or on email using complaint@bvrla.co.uk. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.