Complaint Policy

Aristotle Ltd is a company incorporated in Scotland, with company number SC594166 and having its registered office at 1 Rowan Crescent, Shotts, ML7 5NJ. We operate out of Suite 440, Baltic Chambers, 50 Wellington Street, Glasgow, G2 6HJ.
Aristotle Ltd is registered under the Data Protection Act 2018 with the Information Commissioner’s Office (ICO). ICO Fee Payer Register Number: ZA481480
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The following complaints procedure is made available to every customer upon request, it is published on the company’s website and is included in a summary form in our customer documentation.
We are committed to resolving complaints as quickly as possible. In the event you are unhappy with our services and wish to make a complaint, please follow the appropriate procedure.
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If you have a complaint about the service provided, then you can contact us in any of the following ways:

By post to:
Aristotle Ltd
Suite 440
Baltic Chambers
50 Wellington Street
G2 6HJ
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By email to:  info@aristotlefinacialhelp.co.uk
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Or you can call us on 0141 7262775
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We will acknowledge receipt of the complaint within three working days, and we will respond to your complaint in full within eight weeks. If we require any further information from you while we investigate your complaint, we will contact you.  If your complaint is complex and will take longer than 8 weeks to investigate then we will keep you updated of the progress while we investigate.
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Dealing with Your Complaint

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At Aristotle Ltd our aim is to provide you, at all times, with an excellent standard of service and the highest standards. However, there may be occasions when you feel that these objectives have not been achieved. We take all complaints seriously and will deal with your concerns in the following manner.
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• We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.
• If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
• If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
• Where we can resolve your complaint within 3 full business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and
  conclusion.
• If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress regarding the investigation.
• We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the
  progress if it is not resolved before then.
• If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete
  our investigations within this timescale.
• We will continue to investigate your complaint until we are able to send you our Final Decision Letter.
• If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
• We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.