Our Customer Charter — What we stand for

We believe in fairness and doing the right thing at all times whomever we come in contact with. We will be honest and admit when we may be wrong and always seek to continuously improve how we conduct our business and ourselves. We will treat our customers, partners and suppliers with respect and hope that we will be treated the same way. We will remain professional and always look for the best solution for any challenge we face.

Our Standards

  • Answering telephone calls

    We will answer 90% of calls within 30 seconds during normal working hours (10 am to 4 pm, Monday to Friday).

  • Your right to know

    We will provide written responses to your enquiries within 5 working days. If we cannot do this, we will let you know by telephone when you can expect to hear from us.

  • What we hope to achieve

    We aim to encourage you with our professionalism and delight you by making you feel that you are our only customer.

Our Commitments to you

We have listened to the views of our customers to develop principles by which we provide services. We have also tried to learn from other organisations that have a reputation for providing good service - we want to make doing business with us a good experience.

  • We are accessible.

    Our main office working hours are from 10am to 4pm, Monday to Friday and if in the unlikely event we experience a high number of calls within these hours we will provide a facility for you to leave your details for us to return your call within two hours or at the earliest time the next working day.

  • We are knowledgeable and authoritative

    We will always try to make sure that our staff are well informed, reliable and confident, and that the information they give you is up to date.

  • We are accountable

    Our staff will act as good ambassadors for Unfairbankcharges.net and give their names on the phone and in all letters and email messages.

  • We are fair and inclusive

    We will always try to treat you fairly and consistently. We recognise that we have a large number of customers with different needs and expectations, and aim to make sure that nothing stands in the way of everyone receiving the same good service.

  • We are polite, sensitive and respectful

    We want to fully understand your needs and meet your expectations. Our staff will behave in a polite and professional way and respect your rights. In return we expect our staff to be treated properly. We will not tolerate verbal or physical abuse against them.

Making Complaints or Commendations

We want to hear from you to find out how you feel about our work. This helps us to understand your point of view and respond in the best way possible.

We use this information to see how we are performing against our Customer Charter. It also allows us to share good practice and, if necessary, change our policies or processes to improve the way we work.

Our standard procedures for customers who want to make a complaint or commendation are available by calling 01752 298 253 or email info@unfairbankcharges.net for the attention of Nicky Henderson We can also explain how you may contact the Ombudsman if you feel that we are not dealing with your complaint effectively or you are unhappy with our final reply.

Contact us

To contact us by email please use: info@unfairbankcharges.net

To contact us by phone: 01752 298 253

To contact us by Fax: 01752 692 291

To write to us:

Nicky Henderson

Unfairbankcharges.net
Airport Business Centre
10 Thornbury Road
Estover
Plymouth
Devon PL6 7PP

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Make a “No win no fee” Claim right now by clicking here and completing the online claim form. Make a “No win no fee” Claim right now by clicking here and completing the online claim form.

Why use Us?

  • We are a professional team with many years experience in the service industry. We pride ourselves in giving our customers sound advice and providing them with a first class personal service.

  • We operate a balanced approach to recovering your penalty charges. Whilst we are extremely firm with all companies or organisations that may owe our customers money, we also seek to maintain good relations between all parties. We believe a fair result is one where all parties involved can continue with a good relationship even after a claim has been settled.

  • The majority of our business is generated from a mixture of Internet advertising, soft marketing and customer referrals. We do not make cold calls to people, and prefer to offer a great service to a smaller number of customers.

  • With our help, consumers and business users can avoid the potentially difficult and protracted negotiations that some people have experienced when trying to reclaim their bank charges. With our help you can easily reduce the amount of time, energy and stress associated with these types of claims and simply carry on with your every day hectic life!

  • We are also registered data protection controllers reference PZ9899179 where our status can be confirmed by the Information Commissioner by following the link Information Commissioner

  • Unfair Bank Charges (Trading name of Consumer Commandos Ltd) is regulated by the Ministry of Justice in respect of claims management activities. Our registration number is CRM5984. To view authorization please click on the following link www.claimsregulation.gov.uk