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Complaints Procedure

We aim to resolve all complaints by return if possible but, in the unlikely event we can't do this, here is the procedure we'll use to make sure your complaint is dealt with satisfactorily:

Complaint Handling Procedure

1 When a customer complaint is received, the complainant will be contacted as soon as possible via email or telephone and an attempt to resolve the complaint made without delay. If the complaint can be resolved at this stage no further action is necessary as far as the complainant is concerned although we will ensure that the cause of the complaint is as far as possible not likely to cause future problems.

2 When a customer complaint cannot be resolved by close of business on the business day following its receipt, it will be acknowledged by an email which will contain a brief synopsis of our understanding of the complaint and an outline of the action we intend to take as well as an estimate of how long the complaint should take to resolve.

3 If the complaint cannot be resolved within five business days, a director will write or email the complainant within that time and enclose a copy of this complaint handling procedure. The director will take responsibility for the complaint and will supply necessary contact information etc. and also an outline of the action we intend to take as well as an estimate of how long the complaint should take to resolve.

4 If the complaint is resolved within five business days, the letter in 3 above may also include our final response.

5 If the complaint is unresolved, the customer will be updated within four weeks of original complaint by letter or email giving a progress report and expected time to resolve.

6 If the complaint is still unresolved, the complainant will be updated within eight weeks of original complaint by letter or email giving reasons for the delay and why we are still unable to provide a final response, a progress report and expected time to resolve. The complainant will be informed in this letter that they have the option to refer the complaint to the Financial Ombudsman Service if they are dissatisfied with the delay and they will be provided with a copy of the Financial Ombudsman Service’s explanatory leaflet.

7 Any final response will inform the complainant that they have the option to refer the complaint to the Financial Ombudsman Service if they are unsatisfied with the final response and that they must do this within six months.

8 If we have reasonable grounds to believe that the fault alleged in a complaint lies with another firm (e.g. broker/lender) we will refer the complaint to them immediately on receipt by email or telephone with a confirmation in writing, if required, within five days. In this event, we will also send a final response to the complainant and inform them of the circumstances and contact details of the other firm.

Please use the contact form or write to us at the address below if you wish to make a complaint.

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