Complaints

Complaints Handling Procedure

It is our goal to provide you with an excellent service. However if, for any reason, you wish to contact us because you are in some way dissatisfied with the services we provide to you, then the complaints procedure described below is in place to ensure that we resolve complaints quickly and satisfactorily. This procedure also helps us to further improve the quality of our service.

What our complaints procedure covers

Our complaints procedure covers complaints which you may wish to make with regard to the service we have provided to you, in particular, the manner in which we have dealt with you and the information we have provided to you about our dealings on your behalf.

How to make a complaint

If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with us. Should you be dissatisfied with the explanation you are given then your complaint will be referred to the company’s Compliance Department. Written complaints should be addressed to the Compliance Department.

How we will action your complaint

The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint as appropriate. Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. It is the company’s objective to resolve a complaint satisfactorily within 10 working days although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Financial Ombudsman Service

If you are not satisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman

Service, details of which will be provided at that time.

Their website is www.financial-ombudsman.org.uk

Your Rights

We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.