While we always aim to provide outstanding levels of service and advice, we recognise there may be occasions where you feel that we could have done better. As a result, you might wish to make a complaint.
We treat complaints from clients very seriously and aim to investigate them to the best of our ability. Furthermore, to ensure lessons are learned, we use the feedback provided to further improve the service we provide.
If you are unhappy with the advice or service you received, you should initially discuss the situation with your advisor. Should you be dissatisfied with the explanation he or she has given to you, then your complaint will be referred to a specialist complaints handler.
Once you’ve made a complaint, we will appoint a complaints handler to investigate your case. In certain circumstances we may also need to contact you for further information so we can better understand your position.
The complaints handler will then thoroughly investigate your case as well as discuss the situation with your advisor. Once all the facts have been determined, you will be sent a final response letter which will confirm whether we accept completely - or to some degree - your complaint. We might also come to an alternative outcome.
Where applicable, you will be advised as to what steps we will take to rectify the situation and ensure the problem does not occur again.
Generally, we aim to resolve all complaints within eight weeks. However, there may be certain circumstances where it can take longer. Regardless, you will be kept informed of how long your complaint should take to investigate.
If you are not satisfied with your final response letter, you may wish to escalate the matter to the Financial Ombudsman Service. If you decide to refer your complaint here, you must do so within six months of receiving the final response letter.
We hope that you will accept the decision of our complaints handler. If this should not be the case, you can always seek independent advice.