Complaints Procedure
Last updated: March 2026
At Sion Jones Commercials Ltd, we strive to provide excellent service to all our customers. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right. This complaints procedure outlines how we handle complaints.
How to Make a Complaint
You can submit a complaint to us in any of the following ways:
By Phone
Call us on 01656 502099 and ask to speak with our customer service team about your complaint. We are available Monday to Friday, 8am to 4pm.
By Email
Email us at sales@sionjonescommercials.co.uk with the subject line "COMPLAINT" and provide details of your complaint.
In Writing
Write to us at:
Sion Jones Commercials Ltd
1 The Portway
Porthcawl
CF36 3XB
Please provide as much detail as possible about your complaint, including your customer reference number (if applicable), the date of the incident, and what outcome you would like.
What Happens Next
Acknowledgement
We will acknowledge receipt of your complaint within 1 business day and provide you with a reference number. We will also confirm the expected timeframe for our response.
Investigation
Our complaints team will investigate your complaint thoroughly. This may involve reviewing records, speaking with relevant staff members, and gathering evidence to determine what happened.
Resolution
Once our investigation is complete, we will provide you with a detailed response explaining our findings and how we propose to resolve the matter. Where appropriate, we will offer compensation or remedial action.
Follow-up
We will follow up with you to ensure you are satisfied with the resolution and to prevent similar issues from occurring in the future.
Response Timeframes
Standard Response: We aim to resolve most complaints within 8 weeks of receiving them. This is the maximum timeframe permitted under FCA regulations.
Initial Response: For complex matters, we may provide an initial response within 4 weeks explaining the progress of our investigation and expected completion date.
In exceptional circumstances where a full investigation cannot be completed within 8 weeks, we will explain the reasons for the delay and provide you with a date by which you can expect our final response.
If You Remain Unhappy
If you are not satisfied with our response or feel that we have not handled your complaint fairly, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service that can investigate complaints about financial services.
Financial Ombudsman Service
Address:
Financial Ombudsman Service
Exchange Tower
London, E1 6AN
United Kingdom
Phone: 0207 365 9900
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You can contact the FOS at any time after we have issued our final response, or if more than 8 weeks have passed since your complaint was submitted.
Our Commitment
- We take all complaints seriously and treat them fairly and impartially
- We investigate complaints thoroughly and promptly
- We provide clear explanations of our decisions and reasoning
- We take corrective action to prevent similar issues from occurring
- We do not penalise customers for making a complaint in good faith
- We handle complaints in accordance with industry standards and regulations
Contact Us
If you have any questions about this complaints procedure or wish to lodge a complaint:
Phone: 01656 502099 (Mon–Fri, 8am–4pm)
Email: sales@sionjonescommercials.co.uk
Address: 1 The Portway, Porthcawl, CF36 3XB
