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Complaints Procedure

Dispute Resolution: Complaints Sourcebook (DISP)

Complaints received by letter
All complaints received by letter will be forwarded to the Compliance Officer for a written response.

Complaints received by email
All complaints received by email will  be forwarded to the Compliance Officerís email address as high importance.

Complaints received by telephone
All complaints received by telephone will be handled with courtesy, if there is any doubt if the call is a complaint the customer will be asked if they wish their call to be logged as a complaint. Details will then be forwarded to the Compliance Officer.
Complaints that are received and resolved by the end of the next business day are not reportable to the FCA.
If a complaint remains unresolved by the end of the next working day, an acknowledgement will be sent to the customer by email or letter, notifying them who the investigating officer is, the position of that person and outline the internal complaints procedure.
A written statement providing the findings will be sent to the complainant within 4 weeks of date of receipt of complaint, where the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. The Investigating Officer must provide a final response within 8 weeks or a further explanatory letter advising of the details for the further delay. This letter must inform the customer that they are entitled to contact the Financial Ombudsman Service (FOS) if they are not satisfied with the delay.

Once the complaint has been investigated to a standard the Firm is satisfied with, the findings will be reported back to the customer and the response retained. The final response letter sent to the customer should give the address and other contact details of the FOS, so that in the event that the customer is unsatisfied with the resolution of the complaint they have the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from the Firm. For further information on the FOS please see:

Note: The Ombudsman will not consider a case which has not first been referred to the Firm in the first instance.
All complaints, whether significant or minor, are to be reported to the Compliance Officer and logged using the Complaints Logs. The record will detail the Firmís response and any action taken. The Compliance Department will monitor this and raise any recurring issues for resolution.