COMPLAINTS POLICY & CUSTOMER SERVICE GUIDELINES
Citi Protection is committed to providing you with the best possible experience every time you contact us, but if you are unhappy with our service we want you to let us know so we can get it right.
HOW WE HANDLE COMPLAINTS
Citi Protection aims to provide an easy way for dealing with customer complaints in a timely, courteous and fair manner. You have the right to make a complaint and we will make sure you’re happy with the proposed outcome before we proceed.
HOW TO MAKE A COMPLAINT
The easiest way to lodge a complaint is via our website on the form below. Our team will then forward the correspondence to the appropriate department who will action this.
For any general account queries or disputes they can be raised via our Customer Service team on 0860100202 or 0107860921, 24 hours a day of the year.
If you have not had a resolution after contacting Citi Protection Customer Service, or would prefer to submit your complaint in writing you can do so to the Customer Relations team via email at firstname.lastname@example.org
Our aim is to ensure that our complaint handling process is available to all customers, former customers (including those with disabilities), suffering hardship (such as financial hardship) and those from non-English speaking backgrounds.
If you need assistance in formulating or lodging a complaint, please let one of our customer service representatives know.
Please note that the above services may incur a fee from that provider.
WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?
Our aim is to resolve your complaint in an objective, efficient and fair manner. If you make your complaint to us over the phone, writing or online, your case will be assigned to our Customer Relations team.
We aim to resolve all customer complaints within 10 working days. This can be quicker at times depending on the dispute under review, however if the dispute will take longer will notify you of this.
WHAT DO WE EXPECT FROM YOU?
Should your complaint require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.
Citi Protection treats all complaints seriously, however there may times where Citi Protection simply may deny a complaint that is made. It could be because you have made unreasonable demands or are not willing to cooperate with us. Citi Protection aims to reach a fair and equitable outcome for its customers, but in doing so you must also act reasonably and provide us with your full cooperation which includes providing any documentation and information reasonably requested of you.
Fill in this form for any Complaints and we will get back to you ASAP.