Complaints

Mamachari Ltd Complaints Policy

At Mamachari Ltd, we are committed to providing our customers with the highest standard of service. However, we understand that sometimes things can go wrong. If you are not completely satisfied with the service or products you have received, or your finance agreement, we want to hear from you so we can put things right.

How to Make a Complaint

You can register a complaint free of charge regarding our services, products, or your finance agreement by contacting us via any of the following methods:

• Email: [email protected]
• Phone: 0208 531 2585
• In Person: Speak to a member of staff in-store
• By Post: Customer Services, Mamachari Ltd, 163 Forest Road, London E17 6HE

What Happens Next?

We aim to resolve all complaints fairly and promptly. Here is the timescale you can expect for our complaints handling process:

1. Acknowledgement: We will acknowledge your complaint in writing promptly after receiving it.
2. Investigation: A dedicated team member will investigate the issue thoroughly and impartially. We may contact you if we need further information.
3. Resolution: We aim to provide a Final Response outlining our findings and proposed resolution within 8 weeks.

Financial Ombudsman Service

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on https://www.financial-ombudsman.org.uk/