Complaints Manager, Century Business Centre, Manvers Way, Rotherham, S63 5DA
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
We will be the first contact if you have any complaints. However, you can also refer your complaints to the Financial Ombudsman Service if:
Clients often express dissatisfaction to their adviser about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
Eligible complainants are those who have a potential claim against a firm where they believe they have suffered a financial loss due to poor advice or service and are:
The Financial Conduct Authority complaints rules apply to complaints:
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:
A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken.
We will consider the complaint closed once we have issued to you our final response letter
If our final response is not acceptable to you then you may be able to refer this matter to the Financial Ombudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part of our response to your complaint, or at any other time if you ask us to do so.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.
We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service
0800 023 4567 – Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone
0300 123 9123 – Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
These numbers may not be available from outside the UK – so please call the Financial Ombudsman from abroad on +44 20 7964 0500
The Financial Ombudsman will be happy to phone you back, if you’re worried about the cost of calling them.
If you want to find out more about our lending options, talk to one of our relationship managers.
Call us on 01709 300117 or message us below.