CONTACT US

We are committed to providing you with a high standard of service and customer care. However, we realise that things can go wrong and there may be occasions when you feel we have not provided the service you expected.

If this happens, we would like to hear about it to put things right.

All complaints should be referred to Niel Jones. We will follow the undernoted procedure which is compliant with the Financial Conduct Authority Dispute Resolution regulations.

Resolving Complaints

1. We will acknowledge your complaint in writing and send you a copy of our complaints procedure. We will inform you of the name of the person dealing with the complaint and when you can expect a fuller response.
2. If the complaint should be redirected to another party, we will advise you in writing promptly.
3. If your complaint cannot be resolved immediately, we will keep you informed as to the progress of your complaint.
4. No later than 8 weeks from receipt of the complaint, we will send you a final response.
5. If it is not possible to give a final response within 8 weeks we will send you a response which will include:-
   • why we are still not able to resolve the complaint
   • reasons for the further delay
   • when you can expect a final response
   • information regarding the Financial Ombudsman Scheme (if applicable)

Financial Ombudsman Service – About Us

Set up by Parliament, the Financial Ombudsman Service is the UK’s official expert in sorting out problems with financial services.

If a business and a customer can’t resolve a complaint themselves, we can give an unbiased answer about what’s happened. If we decide someone’s been treated unfairly, we have legal powers to put things right.

 

Financial Ombudsman Service – Contact Details

• Website – financial-ombudsman.org.uk
• Email – complaint.info@financial-ombudsman.org.uk
• Phone – 0800 023 4567
• Text – 07860 027 586
• Fax- 020 7964 1001