We take care to maintain high standards of service. Where we become aware of client concerns or unease, we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.
This procedure applies to complaints made by clients who are eligible complainants as defined by the Financial Conduct Authority (FCA). You may make a complaint orally or in writing, including by email or telephone.
Upon receipt of a complaint, we will do all we can to resolve your concerns within three business days. If we are able to do so, we will confirm this to you in writing by sending a summary resolution communication. This will confirm the outcome of your complaint and explain your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
If we cannot resolve your complaint within three business days, we will write to you — normally within five business days — to acknowledge your complaint and let you know when we expect to provide a full response.
Your complaint will be investigated by the firm’s SMF16 (Compliance Oversight Function), who — where possible — will be independent of the matter. You will be given their name and contact details.
When acknowledging your complaint, particularly in the case of an oral complaint, we will set out our understanding of the issue and may request further clarification if needed. The investigation will be based on our records and, where applicable, information from relevant third parties. We will keep you informed of our progress throughout the investigation.
Please note that if your complaint involves third-party information, this may lead to unavoidable delays. However, we will pursue any required responses on a regular basis.
If we resolve your complaint before the end of eight weeks, we will send you a final response letter setting out:
The outcome of our investigation;
Any proposed resolution; and
Confirmation that, if you are dissatisfied, you may refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
If we are unable to provide a final response within eight weeks, we will write to you explaining:
The reasons for the delay;
When you can expect a final response; and
That you may now refer your complaint to the Financial Ombudsman Service if you wish.
In both cases, we will enclose the Financial Ombudsman Service’s explanatory leaflet, or direct you to their website.
If we receive a complaint that does not relate to us or our services, but we can identify the appropriate firm, we will:
Forward the complaint to that firm;
Inform you that we have done so, and provide their contact details;
Enclose a copy of the letter we send to the other firm;
Copy the other firm in on our communication to you.
If you are dissatisfied with our final response, or if we have not responded within eight weeks, you may refer your complaint to the Financial Ombudsman Service. You must do so within six months of the date of our final response.
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk