This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, our client, may have with regard to the services that we provide to you. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.
What our complaints procedure covers
Our complaints procedure covers complaints that you may wish to make with regard to the service we have provided to you - in particular, the manner in which we have dealt with you and the information we have provided to you about our dealings on your behalf.
It is the aim of the Group to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers. If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing.
To help us to investigate and resolve the problem as quickly as possible, you should in the first instance contact the department with which you have been dealing. Should you be dissatisfied with the explanation you are given, then your complaint will be referred to the company's Customer Relations Department.
How we will action your complaint
We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, our Customer Relations Department will acknowledge receipt of your complaint in writing within five working days and provide details of the individual handling the complaint.
If your complaint is particularly complicated, we will keep you informed of the progress of our investigations. In the event that we are unable to send you a final response to your complaint within four weeks, we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will make further contact.
Financial Ombudsman Service
If you are not satisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.
We hope that you will accept the decision of our Customer Relations Department. If this should not be the case, you remain free at all times to seek independent advice.