Complaints Procedure

At 4th Dimension we take great pride in our service and trust you will not have any cause to complain, but if you do then you can be assured your concerns will be dealt with in a fair and impartial way.

The first step is for us to fully understand your complaint. Please either write in, email or call us so we can assist you right away:

• 4th Dimension Innovation Ltd
• Customer Relations
• Unit 5, Alpha Way
• Thorpe Business Park
• Egham
• Surrey
• TW20 8RZ

What happens next?

We will always do everything we possibly can to sort out the problem. If we cannot resolve your complaint straightaway, we’ll send you a written acknowledgement within five working days and keep you informed on our progress until your complaint has been resolved. Our regulator gives us a maximum timescale of eight weeks in which to resolve complaints, however we aim to resolve the majority of complaints long before then.

Not satisfied with our final response?

Should you remain unhappy with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service (eligibility criteria apply).

About the Financial Ombudsman Service

4th Dimension is covered by the Financial Ombudsman Service who conduct a fully independent review and resolve individual complaints against financial services institutions in the UK. There is no cost to you for using their service. Is it important to note the Ombudsman will not consider a complaint until 4th Dimension has had the opportunity to address the complaint.

If you contact the Financial Ombudsman Service before you have received your final response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to 4th Dimension to resolve your complaint. If you want the Financial Ombudsman Service to consider looking into your complaint, you must contact them within six months of the date of any final response letter issued.

The contact details for the Financial Ombudsman Service are:

• Write to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
• Counter Fraud Investigation
• Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
• Email: [email protected]
• Website: www.financial-ombudsman.org.uk