If you wish to make a complaint, you can contact us, and we will advise you on how to do this.
We will adhere to the following procedure when a complaint is received, verbally or in writing.
Complaint received - will be logged by the relevant Complaint team member, who will thoroughly investigate the details of the complaint.
On or before the end of 3 working days
If you are happy with the resolution we have provided, we will write to you to confirm this is the case. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.
If the complaint remains unresolved, we will write to you acknowledging the complaint by the end of 5 working days. We will advise you that we need time to investigate; we will enclose a Complaint Process Information Leaflet, and specify when we expect to contact you again.
On or before Day 28
If we are in a position to give you our final response, you will receive this in writing. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.
If the complaint remains unresolved, we will contact you in writing, explaining why and advising when we will contact you again. We may be awaiting a response from our Client, and you will be informed of this. We will also specify when we expect to contact you again.
On or before Day 56
We will issue our final response to your complaint in writing, or we will write again to keep you updated, explaining why we are not in a position to send you our final response and when we expect to make contact with you again. At this stage, we will inform you that you can take your complaint to the Financial Ombudsman Service if it falls under their jurisdiction. Their contact details will be included to aid you to do this.
Financial Ombudsman Service
The Financial Ombudsman Service can be contacted using the following methods:
By telephone 0300 123 9 123
Online using their website at http://www.financial-ombudsman.org.uk
By email at firstname.lastname@example.org
In writing to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
We pride ourselves on the quality of our service but recognise that, on occasions, things can go wrong. We would like to know if you are unhappy with any aspect of our service. We value customer feedback as it augments our ongoing assurance processes and provides us with data that we can analyse to identify the root causes of complaints in the first place, thus enabling us to take appropriate steps to prevent this from recurring.
Set out below are details of the volumes of complaints reported to the Financial Conduct Authority (FCA) in our last reporting period.
Complaints Data 2023 - Period covered 1 July 2023 to 31 December 2023
Number of complaints opened
Number of complaints closed
Closed complaints upheld by the firm*
*This is where we agreed with the customer that their complaint was justified in whole or in part.