At the least you are entitled to an explanation of why you have been treated as you have been. It is important that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from our mistakes so that we can improve our service to you. Our Complaints Procedure is outlined below.
Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.
Your complaint will be investigated by the Managing Director or their representative and they will aim to acknowledge your complaint within five working days. Your complaint will be dealt within eight weeks of the original complaint and the Managing Director or their representative will write to you with their conclusions and course of action. If this deadline cannot be met, you will receive a letter explaining why.
Stage 2: If you feel that, after you have complained and received an explanation and that you have still not been treated fairly, you may refer your complaint to the Financial Ombudsman Service. We will send you their leaflet and their contact details are:-
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800 023 4 567