Complaints Procedure

We believe that if you wish to make a complaint or register a concern you should be able to do that quickly and easily.

As part of our values we understand that we will make mistakes and we use these to learn and get better at our jobs. Any feedback you provide is welcomed. We take complaints seriously and rely on open and honest communication to ensure that you get your complaint resolved in a satisfactory and timely manner.

Purpose

The purpose of this policy is to ensure that if you wish to complain about the service you receive you should understand how to do so, how quickly your complaint will be investigated and the timescales for receiving a resolution.

Informal resolution process

We are confident that an open and positive discussion will resolve the majority of problems swiftly. If you are dissatisfied with the service you have received, please raise your concerns with the person handling your case first, either by phone or in writing. If necessary, a manager will investigate your complaint and attempt to resolve your complaint.

If this is not possible, please write to the Finance Advice Helpline at Ground Floor Spectra House, Spring Villa Park, Spring Villa Road, Edgware HA8 7EB or email info@financeadvicehelpline.co.uk or telephone 0800 029 3849.

Formal resolution process

Stage one:

• Within two working days of receiving your complaint, we will send you a letter acknowledging receipt and providing a copy of this procedure. We will arrange for a thorough investigation of your complaint.
• Within four weeks of the date of the acknowledgement letter, you will receive a detailed written response to your complaint, including any suggestions for resolving the issue.

Stage two:

• If your complaint remains unresolved, you may report it to Daniel Brito, our Managing Director.
• Daniel Brito will review your case and write to you within four weeks of receiving your review request, confirming our final decision on your complaint and explaining our reasoning.

If your complaint has not been resolved, you may contact the Financial Ombudsman. They will investigate your complaint independently, and their findings will have no affect on how we handle your case. Before accepting a complaint for investigation, the Financial Ombudsman will ensure that you have first attempted to resolve it with us. Any complaint to the Financial Ombudsman must normally be submitted within six months of our final decision on your complaint and no later than six years from the date of the act/omission – or three years from when you should have reasonably understood there

Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Website: http://cmc.financial-ombudsman.org.uk/contact-us