We would not expect you to have any reason to complain about our services however, if you do wish to raise a complaint we will adhere to this procedure.
After completion of our investigation into your complaint, we will send you a final response with our decision as soon as we can. Our aim will be to send you our final response within 4 weeks of receiving your complaint. If this cannot be done we will provide you with an update at this stage.
In cases where we have not sent a final response within 4 weeks, we will send one within 8 weeks of receiving your complaint. However, if for any reason we are unable to do this for reasons outside of our control, we will send you a further update and let you know when you can expect a final response.
If at any time you are not satisfied with the way we are handling your complaint please raise this concern with us so additional investigations can be taken in regards to the adherence of this policy.
If you’re not happy with our response, the Financial Ombudsman Service may be able to help. We’ll explain how at that point.
If you require further information, you can contact the service directly:
Tel: 0800 0234 567
If you are a customer of one of our clients and have sent a complaint about them to us, we will forward the complaint onto our client (where possible) and their complaints procedure will supersede ours.