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Complaints Procedure

Complaints Procedure

Complaint Handling Procedure – Kent Express Limited

Our aim

Our aim is to ensure we offer all of our customers an excellent level of service. If you are dissatisfied with any of our services, please contact us in the first instance and we will do our best to resolve the complaint.

What is a complaint?

A complaint can be defined as “Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service”

How to make a complaint
If you wish to make a complaint about the service you have received, please contact us on:
1. By Phone: 01634 878777*
2. By Email:
3. By Mail: Customer Services, Kent Express Ltd, Medcare North, Centurion Close, Gillingham Business Park, Gillingham, ME8 0SB

Any complaint we receive directly will be forwarded to our Principal Firm who will handle the complaint on our behalf.

Complain Directly to our Principal Firm:

We are an Introducer Appointed Representative of Henry Schein UK Holdings Limited, our Principal Firm, who are responsible for our Credit Broking Activity. If you would like to make a complaint about our services directly to our Principal firm, you may do so by contacting Henry Schein UK Holdings Limited:
4. By Phone: 0800 028 1533
5. By Email:
6. By Mail: Henry Schein UK Holdings Limited, Medcare North, Centurion Close, Gillingham Business Park, Gillingham, ME8 0SB

What happens next?

Our Principal firm, Henry Schein UK Holdings Limited, will issue a written acknowledgement to you; promptly and no later than five working days from receiving your complaint.

Our Principal firm may need to contact you following the written acknowledgement for further information on the matter.

In any event, your concerns will be fully investigated by our Principal Firm’s complaint handler. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.

If our Principal Firm upholds your complaint, we will take the appropriate steps to rectify the error promptly, offer an apology for the error and offer redress or remedial action where appropriate.

When will the complaint be resolved?

We will consider a complaint as resolved when you, the complainant, have indicated acceptance of our final response

The Financial Ombudsman Service.

If you are not satisfied with the final response you have the right to complain to the Financial Ombudsman Service, their contact details can be found below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet.

Alternatively, you can obtain a copy from:
Financial Ombudsman Service, Exchange Tower, London E14 9SR.
7. Or by freephone: 0800 023 567 *
8. Standard Telephone: 0300 123 1 123 *
9. Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile tariffs.