Complaints Policy

We are committed to providing the highest standard of financial advice possible. As a firm, we take very seriously the requirements of our regulator, the Financial Conduct Authority; in particular, the requirement to treat our clients fairly.

If you complain about any aspect of our service then you can expect that your complaint will be dealt with professionally, impartially and in accordance with the rules laid down by our regulator, the Financial Conduct Authority (FCA). We are insured as required by the rules laid down by the FCA.

What are Complaints?

Complaints are defined by our regulators as a breach of their rules, a failure to comply with an obligation arising from the FCA, misrepresentation, bad faith or other malpractice or expression of dissatisfaction.

Procedure

We adopt the following in all cases

• We will accept a complaint and act on it promptly, whether it be in writing, by phone, email or in person.
• We will send a prompt written acknowledgement by the end of the next working day following its receipt.
• We will set out the procedure we will use and the time limits imposed on our investigations and we will provide the complainant with details of their rights if we cannot meet the time limits set.
• We will provide the complainant with the name of the individual investigating the complaint
• We will keep the complainant reasonably informed about the progress of their complaint.

Resolving

• We will send the complainant a “final response” no later than eight weeks after our firm received the complaint, if we have not already resolved the complaint by sending a response which the complainant has accepted in writing.
• We will summarise the complaint, setting out the results of our investigation and our final view on the issue the complainant has raised
• We will give details of any offer we have made to settle the complaint, with a clear explanation of how we arrived at that offer;
• We will tell the complainant they have the right to refer the complaint to the Financial Ombudsman service within six months of our final response
• We will include contact details for the Financial Ombudsman Service and a copy of their leaflet, “Your complaint and the ombudsman”.

The Financial Ombudsman Service

The Financial Ombudsman Service was set up by parliament to sort out individual complaints that consumers and financial businesses aren't able to resolve themselves. It can be contacted at:

The Financial Ombudsman Service
Exchange Tower, 

Harbour Exchange Square

London

E14 9SR

Tel: 0800 023 4567

email: complaint.info@financial-ombudsman.org.uk