We’re here to listen. Share your concerns so we can help make things right.
Both iBC and Meteor pride ourselves on providing high standards of customer service and care. However, we accept that there may be times when we do not achieve these standards or fall short of the standards you expect of us. If this happens, we will make every effort to resolve any outstanding problems quickly and to your satisfaction.
If you do wish to make a complaint, you can do so by:
Your complaint will be investigated by a Meteor Complaint Officer with appropriate knowledge and experience and who has not previously been involved in the matter which is the subject of your complaint.
The Complaint Officer will acknowledge receipt of the complaint and provide you with details of our Complaints Procedure.
All complaints will be acknowledged within 5 working days of receipt. The Meteor acknowledgement will:
While we aim to resolve complaints quickly, some complaints may be more complex and/or require the Complaints Officer to obtain information from third parties. If Meteor have not completed their investigation within 4 weeks, they will write to you giving you an update on progress.
Meteor will write to you again if they have not completed their investigation within 8 weeks and confirm that you will have the right to refer the matter to the Financial Ombudsman Service, free of charge, regardless of the fact that we have not completed our investigation.
You can contact the Financial Ombudsman Service via these methods:
When Meteor have received all the relevant information, your Complaint Officer will assess the complaint and prepare a report for presentation to a Complaints Committee which will include at least two directors of Meteor. The Committee will review the investigation and come to a decision on your complaint, after which Meteor will write to you setting out the results of the investigation. Meteor refer to this as their ‘final response letter’.
The final response we send you will explain how Meteor have reached their conclusion and, set down the terms of any redress or compensation payable, if appropriate. It will also remind you that you can refer the matter to the Financial Ombudsman Service and confirm that any referral must be made within 6 months of the date of their final response letter to you.
If Meteor are able to finalise their investigation into your complaint within 5 business days the acknowledgement would be included as part of their final response to you.