Complaints Procedure

At James Haugh, we’ve been looking after customers across Dumfries and Galloway for over 50 years, and our aim is always to provide you with excellent customer service. Occasionally, we may fail to meet your expectations. Mistakes can happen, and when they do, we will try to put things right as quickly as possible. This page explains how we deal with any complaints you may have and sets out our commitment to customer service.

If you have a complaint

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as quickly as possible, please give us as much information as you can at an early stage, including details of any regulated insurance or finance product you purchased.

In the first instance, please direct your complaint to:

Dealer Principal 
James Haugh (Dumfries) Limited
2 St. Mary’s Street, Dumfries, DG1 1HD
Telephone: 01387 255291
Email: sales@jhaugh.co.uk

Complaints about regulated finance or general insurance products

If your complaint or dissatisfaction relates to regulated finance and/or general insurance products, you can contact:

ITC Compliance Ltd
3 Monarch Court
Emersons Green
Bristol
BS16 7FH
Telephone: 0117 440 3700
Email: complaints@itccompliance.co.uk

If you are still dissatisfied

If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They will conduct an independent review of your complaint to establish whether it should be upheld or rejected. The Financial Ombudsman Service acts as an impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk