Complaints Policy JUL2016

Complaints Policy JUL2016

Click the link above to download the full pdf version of this document.

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Complaints Procedure
Our aim is to provide you, at all times, with a first class standard of service. However
there may be occasions when you feel that this objective has not been achieved.

We take all complaints seriously and will deal with your complaint in the following
manner;

– We will acknowledge your complaint promptly following receipt, enclosing a
copy of these procedures

– lf you make an oral complaint, our written acknowledgement will set out our
understanding of your complaint

– lf we have reasonable grounds to be satisfied that another firm may be solely or
jointly responsible for the allegation(s) made, we will promptly forward the
complaint or the relevant part of it to that firm. We will write to you to confirm
our actions and provide contact details of the firm concerned

– lf your complaint cannot be resolved by the close of the next business day,
following its receipt, we will ensure that you are regularly kept informed of our
progress with regards to the investigation into your complaint

– We will endeavour to send you our Final Decision Letter; addressing your
concerns and providing you with our decision within 8 weeks or keep you
informed of the progress of your complaint if not resolved before then

– Where we are unable to provide you with our Final Decision Letter, we willsend
you confirmation of this in writing along with an explanation as to why we have
been unable to complete our investigations within this timescale. We will
confirm when you can next expect contact from us

– Where we are still unable to complete our investigations within 8 weeks of your
complaint, we will send confirmation of this in writing along with an explanation
as to why we have been unable to complete our investigations within this time
scale. We will confirm when you can next expect contact from us. At this stage,
you will be entitled to refer your complaint to the Financial Ombudsman Service
who can be contacted at:Financial Ombudsman Service, South euay Plaza, 183
Marsh Wall, London, E1495R, Telephone 0845 080 1800. We will provide you
with a copy of the Financial Ombudsman Service leaflet ‘your complaint and the
ombudsman’

– We will continue to investigate the complaint until we are in a position to send
you our Final Decision Letter

– lf your complaint is upheld, we will provide you with fair compensation for any
acts or omissions for which we are responsible

– Once you have received our Final Decision Letter, if you are unhappy with our
handling of your complaint; you can refer the matter to the Financial
Ombudsman Service at the address provided above. You must refer the matter to
the Financial Ombudsman Service within 6 months of the date of our Final
Decision Letter. A copy of the Financial Ombudsman Service leaflet ‘your
complaint and the ombudsman’ will be included with our Final Decision Letter.
We shall deem the matter closed when;

– Our investigation has been completed and a Final Decision Letter has been sent
to you, or; Where you have indicated, in writing, acceptance of any earlier
response, where appropriate.

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