In circumstances where a customer is unhappy with the service we have provided, it is important to us to try and resolve the matter as quickly and fairly as possible. Part of the role of our compliance department is to investigate and manage the resolution of any customer complaints or expressions of dissatisfaction.
Our compliance department operates independently of the commercial and administrative functions of the business. Its role is to challenge the firm on regulatory and legal duties as well as advising how best to comply with the many regulations and statutory requirements that financial services businesses must meet.
You can contact a member of our compliance department at our main office address. However, all our staff are trained to deal with customer complaints and ensure these are passed on the compliance department. Please be aware that you do not have to make a complaint in writing. A verbal complaint is sufficient for us to act.
When we receive a complaint, we will try to acknowledge it, in writing, within 5 working days. Our acknowledgement will set out our understanding of the matter that has caused concern or dissatisfaction and will request any further information that we require in order to proceed with an investigation.
We will try to complete our investigation as soon as possible, at which point we will write back to you proposing how we intend to resolve matters. Typically, we will do this within a period of eight weeks. However, in the event that this is not possible, we will write to you explaining the reason for the delay.
If you are not satisfied with our proposal to resolve your complaint, or we are unable to finish our investigation within eight weeks, we will invite you to refer the matter to the Financial Ombudsman Service. The Ombudsman will act on your behalf, without charge, and their decision is binding on the firm.
If you need to contact the Financial Ombudsman Service, or simply wish to find out more, then their contact details are as follows:
- Financial Ombudsman Service, Exchange Tower, London 14 9SR
- Phone: 0800 023 4567
- Email: email@example.com
You can find out further details about the FOS at: http://www.financial-ombudsman.org.uk