Any complaint, verbal or written, will be referred to our Complaints Manager at the earliest opportunity or to a member of the senior management if the Complaints Manager is unavailable. We will also:
You will receive contact from us advising you of the progress of our investigation into your complaint if we cannot respond immediately. We will let you have our final response as soon as possible and no later than eight weeks from us being notified by you of your complaint.
Dissatisfaction can be expressed to an adviser about the product provider. We will establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay the investigation and we will proceed with our own investigation. The Complaints Manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
The Complaints Manager will establish the nature and scope of your complaint having due regard to the Financial Conduct Authority’s direction to deal with complaints promptly and fairly and give complainants clear replies and, where appropriate, fair redress.
It is our policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. Eligible complainants are those with potential entitlement to claim against a firm where the complainant believes he/she has suffered a financial loss due to a failure on the part of the firm to deliver the appropriate advice or service and are:
The Financial Conduct Authority complaints rules apply to complaints:
We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.
FOS Contact details:The Financial Ombudsman Service
A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken. This analysis will ascertain whether any of our processes and procedures, need to be changed to ensure customers are treated fairly at all times and whether any other customers have been adversely affected by the same issues.
Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
Where no confirmation has been received from you within 8 weeks of the firm’s most recent letter, your complaint may also be considered closed.
We will co-operate fully, at all times, with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.
We undertake to pay promptly the fees levied by the Ombudsman.
You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk
As you will see we have our own internal complaints process. You may alternatively use the online platform for alternative dispute resolutions , established by the European Commission that provides for an out-of-court method to solve any dispute related to and stemming from online sale and service contracts. As a consequence, if you are a European consumer, you can use such platform for resolving any dispute stemming from the online contract entered into with us. You may access the EU Online Dispute Resolution platform via the following link: http://ec.europa.eu/consumers/odr/. We will answer any questions via our email address detailed above.