Making a complaint
How we handle complaints
If you contact us with a complaint we’ll do our best to resolve it immediately. If this isn’t possible, we’ll write to you within 5 working days. And, if we need more time to investigate, we’ll send you an update within 4 weeks.
We will endeavour to resolve matters as soon as possible.
If you wish to make a complaint you can do so via our firstname.lastname@example.org email address.
See how well we’re dealing with customer complaints
At Cactus, we’ve always worked hard to exceed our customers’ expectations. We know we don’t always get things right; some of this is down to third party involvement: i.e. BT services. Which is out of our direct control, but we will apply all necessary pressure to achieve a positive outcome.
What matters is to fix the right things – those things that matter most to our customers. So, through our customer surveys we may send you occasionally social media pages, please keep letting us know how we’re doing. We’ll continue to improve what we do, so that we deliver an excellent service we can be proud of.
In 2016 our key priorities will continue to be:
• Listening to our customers’ requests and responses to customer surveys.
• Working on the root causes of any complaints and the individual outcomes for our customers, so issues can be fixed properly first time.
• Looking at all the different interactions customers have with us, so we can make the whole banking experience better.
• Simplifying our products and services and the processes behind them.
Contact name: Simon Cartwright
Company:Cactus Business Solutions Ltd