How to make a complaint
Our objective is to provide a high standard of service to you at all times. We recognise things can go wrong occasionally and if this occurs, we are committed to resolving matters promptly and fairly
What is a complaint?
The FCA defines a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which:
(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products or claims management services, which comes under the jurisdiction of the Financial Ombudsman Service.
Who should a complaint be addressed to?
If you need to make a complaint, in the first instance we request you speak or write to the person who normally deals with your insurance/ finance arrangements.
Should you prefer to, you can alternatively address your complaint to:
Gilbert Cohen (Director)
14-16 Charlotte Street
Tel: 0161 236 6969
Format of complaints
In order to best manage the complaint, we find that putting down your complaint or concerns in writing. You can of course, make your complaint by any method such as telephone or in person
Investigation of complaints
Where a complaint arises we will, wherever possible, endeavour to resolve the matter within 3 business days following receipt. If this is not possible our Risk & Compliance Team will investigate it.
We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.
1) We will acknowledge your complaint promptly (generally within 5 business days) in writing, and will include written details of our complaints handling procedures, details of who will be handling the matter in our office, and indicating when you may expect an answer. Details of the Financial Ombudsman Service, will also be advised where applicable. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
2) If you complain to us but we are satisfied that the complaint relates to activities or services provided by another firm, or the complaint relates to us and another firm jointly; we will refer the matter on to that firm (so they can consider your complaint). We will do this promptly and tell you what we have done. We will also provide you with the other firm’s contact details.
3) We will aim to make a final response to you as soon as is practicable, and keep you reasonably informed as to progress. We anticipate that we will be able to provide a substantive response to most complaints within four weeks.
4) If however this is not possible, we will update you as to progress and by the end of eight weeks from receipt of your complaint, we will issue you with our final response.
Final response –This will either:
- uphold the complaint and where appropriate offer redress or
- reject the complaint in part or full and give reasons for doing so.
If you are dissatisfied with that response or any further delay at this time, you will have a period of Six months in
which you can refer the matter to the Financial Ombudsman Service, whose details are shown
When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconvenience you may have suffered. If we do not feel your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied.
The final response will advise you whether you may refer the complaint to the Financial Ombudsman Service if you are not satisfied. It will include a copy of the Financial Ombudsman Service’s explanatory leaflet.
The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms.
The Financial Ombudsman Service is available for complainants who satisfy the following criteria and must be made by (or on behalf of) :-
• A consumer;
• A micro enterprise;
• A charity which has an annual income of less than £6,500,000 at the time the complainant refers the complaint to the respondent;
• A trustee of a trust that has a net asset value of less than one £5,000,000 at the time the complainant refers the complaint to the respondent;
• A CBTL consumer or
• A small business at the time the complainant refers the complaint to the respondent. To be a Small business you must fall below the following turnover threshold and either the balance sheet OR headcount threshold:-
|annual turnover of £6,500,000 and|
Annual Balance sheet total of £5,000,000 or Headcount of 50 people
• A guarantor only to the extent that the complaint arises from matters relevant to the relationship with the respondent.
Further information on the Financial Ombudsman Service is available on their website www.financial-ombudsman.org.uk Alternatively, you can write to them at Exchange Tower, Harbour Exchange Square London E14 9SR or call them on 0800 0234567