In this guide
6. Complaints
A complaint is any expression of dissatisfaction from a customer whether oral or written about our services or us as a firm.
Our policy
- Representatives - You are entitled to make a complaint via a representative, typically an individual authorised by you to represent them, e.g. a relative or a firm engaged by you to handle the complaint.
- Receiving complaints - Complaints may be received through any reasonable medium.
- Early Resolution Procedure – Where a complaint is made to a member of our staff, that person will seek to resolve the complaint immediately. If the recipient is not able to resolve the complaint, they will refer it to their line manager, who will seek to resolve it. If that’s not possible within 3 business days of the complaint originally being received, the complaint will then be referred to our Customer Relations team for further investigation.
- Investigation - Complaints will be investigated in as much detail as necessary. Additional information will be obtained as necessary, including obtaining information directly from any of our staff involved.
- Decision - Once a complaint has been investigated, a decision will be made about whether we will uphold or reject the complaint. If the complaint is upheld, a decision will be made as to whether or not it is appropriate to make an offer of redress to you.
- Final Response - The result of the investigation will be communicated to you in a ‘Final Response’. This will be sent within 8 weeks (56 days) of receipt of the complaint and will include the result of the review, including our reasons for accepting or rejecting the complaint, together with details of any remedial action or redress agreed.
- Eight-week response - If it is not possible to provide a Final Response within the eight-week time limit, we will send you an ‘Eight-week response’ letter, indicating when we can expect to respond to the complaint and explaining your options for dispute resolution.
- Dispute resolution – If you do not accept our findings or accept our offer of redress, you can refer
the complaint to the Financial Ombudsman Service; which sets out its process on its website.