COMPLAINTS POLICY

You are our number one priority

COMPLAINTS POLICY

Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about the service you received please contact us.

Post: Complaints Department, Roots IR35 Status Service, Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX.

Email: complaints.department@rootsfinancegroup.co.uk

Phone: 0333 444 8844

Website: www.rootsir35.co.uk

We may record and monitor calls.

If your complaint cannot be resolved straightaway we will:

  • Acknowledge receipt in writing
  • Confirm our understanding of your complaint
  • State who will be handling it
  • Give you the opportunity to provide any further information or documents.

THE FINANCIAL OMBUDSMAN SERVICE

All IR35 status review and associated IR35 services provided by Roots are not regulated by the FCA. Therefore, the Financial Ombudsman Service will not be able to assist with regards to complaints and the matter will be dealt in full and a final decision issued by Roots.

ALTERNATIVE DISPUTE RESOLUTION (ADR) DIRECTIVE

Alternative Dispute Resolution (ADR) Directive. The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available.

There is no set ADR provider for IR35 status reviews and associated IR35 services in the UK.

Roots have decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the ADR Directive. This does not affect customers’ statutory rights.

Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to Roots IR35 Status Services. Complaints received by this method will be treated in the same way as those received through existing means.

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