Complaints Procedure

Ansar aims to provide high-quality services which meet your needs. We believe we achieve this most of the time: if we are getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with Ansar please tell us

*        if you are unhappy about our service, please speak to the relevant staff member, Managing Director or Trustee.

*        if you are unhappy with an individual in Ansar sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the Managing Director.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Managing Director. (If your complaint is about the Managing Director, please write to the Board of Trustees.) All written complaints will be logged. You will receive a written acknowledgment within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair of the Trustees who will report the matter to the next Executive Committee meeting, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with Ansar’s services.

Your Rights

The FCA has rules which affect the rights you have as a customer. Ultimately if you become unhappy about our services you may complain to The Financial Ombudsman Service directly;

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR,, 0800 0234 567

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