Complaint Handling Procedure
If you have any complaint about the advice or services provided by this company, you should contact the Compliance Manager at the address found further down this page, giving as much information as possible about the nature of your complaint
Initial Response
We will send you an acknowledgement letter within five business days of receiving your complaint. For verbal complaints, we will state in the acknowledgement letter our understanding of the complaint. You will be invited to confirm in writing that our understanding is accurate.
Investigation of the complaint
Our Compliance Manager will investigate your complaint. We may also ask you to provide authority for us to approach product provider’s and/lenders for more information.
Time limits for handling complaints
Within eight weeks of receiving your complaint, we will send you either a final response (explaining our resolution of the complaint), or a further letter explaining why we are not in a position to resolve the complaint and will indicate when we will make further contact with you. We will also advise you of how you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with our final response and/or the time we have taken to resolve your complaint.
Financial Ombudsman Service
Our final response will advise you that if you are dissatisfied with the outcome you may refer your complaint to the Financial Ombudsman Service and must do so within six months from the date of this letter.