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Complaints Handling Procedure Connect U Ltd


The Director assigned to deal with complaints is:

Richard Hambling
Connect U Business
137 Snargate Street, Dover, CT17 9DA
Tel No: 01304389888
Email address:

Step-by-step complaints procedure

If you’re not completely satisfied with our service we’d like to hear about it so we can put it right.
We do everything we can to make sure our customers get the best service and products possible. However, sometime we may not get things right the first time. If that happens, we want you to tell us what went wrong so we can put matters right and improve our services for the future.

We want to:

  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

How and where to complain
If you not satisfied with any part of our service you can let us know in any of the following ways :
In writing – write to us and address your letter to The Customer Complaint Manager.
By telephone – call us on 01304 389888 during our office hours and ask for the
Customer Services Department.
By email – use the email address shown.

Complaints Handling Procedure
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:

  • Why we have not resolved your complaint;
  • Who is dealing with your complaint;
  • When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update please call us on 01304 389888 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
Issue our final decision letter which will explain our final position. If you are not satisfied with our resolution or solution you may choose to contact the ombudsman service to seek their involvement. You can contact them once the 8
weeks from initial contact with us about the complaint has expired. The ombudsman is impartial and their service is free.
Complaints Handling Procedure
If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone: 01304389888
Email :
Richard Hambling – Director