Complaints Procedure

The following complaints procedure is made available to every client upon request, will be supplied upon receipt of a complaint and is published on the company’s website.

We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to any service we have provided you may submit a formal complaint. This procedure sets out the process which should be followed.

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved. It will make you aware of your right to refer the complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service) should you be dissatisfied with our resolution.

Should a further (or new) complaint arise from you, or we are not able to resolve the complaint by the close of the third business day, it will be logged and dealt with as follows:

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided. You should address your complaint to The Complaints Department.

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business together with a copy of this complaints handling procedure. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

3. Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint (including contact details for the Financial Ombudsman should you wish to make a complaint to them); or
b) a response which:
i. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response;
ii. Informs you that you may refer the handling of the complaint to the Financial Ombudsman if you are dissatisfied with the response, the time frame for doing so and full contact details.

4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

5. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

financial-ombudsman
Exchange Tower
Exchange Street
London
E14 9SR
www.financial-ombudsman.org.uk
Tel: 0800 023 4567

Any complaint must be referred to the financial-ombudsman Service within six months of the date of our written final response.