Complaints Handling Procedure
This document provides information on how we will act in the event that we receive a complaint from you. It describes the procedures that we are required to follow.
Any complaint you have should be referred in the first instance to:
The Compliance Officer
76 Buckingham Palace Road
Immediately upon receipt of your complaint, our Compliance Officer will determine whether your complaint is an eligible complaint. Where we are unable to determine your classification, we may contact you to obtain further information. Complainants who are not eligible complainants and complaints that are not eligible complaints will not be subject to all of these procedures.
If we are able to resolve your complaint (that is you and we agree to a resolution of your complaint) by the close of business on the day after receipt of your complaint, your complaint will not be subject to all of our complaints procedures. Therefore, not all of the following will apply.
If we are not able to resolve your complaint by the close of business on the day after receipt of your complaint, your complaint will be subject to all of our complaints procedures as detailed below.
Within five business days of receipt our Compliance Officer or his nominee will send you a written acknowledgement of the complaint that will include:
- the name of the Compliance Officer and contact details;
- a statement that a written report will follow once the investigation is complete;
- confirmation that, if your complaint has not been resolved within four weeks of receipt, a holding letter will be sent to you that confirms why we are not yet in a position to resolve your complaint and setting a date by when we will make further contact;
- in the case of an oral complaint only, a statement of our understanding of the nature of your complaint and a request for you to confirm this in writing; and
- a copy of these procedures.
The acknowledgement will only include sub-paragraphs (ii) to (iv) inclusive above where we have confirmed that you are an eligible complainant and that your complaint is an eligible complaint, as defined by the FSA handbook (DISP 2.7)
In the event that the investigation has not been completed and your complaint is not resolved within four weeks of receipt, the Compliance Officer or his nominee will write to you explaining why the complaint investigation has not yet been completed and indicating the date (which must be within a further four weeks if you are an eligible complainant and your complaint is an eligible complaint) by which it is expected we will write to you again.
Where possible, we will make every effort to resolve your complaint within the first four weeks.
If the investigation has still not been completed after eight weeks, we will send you a further letter stating that we are still not in a position to provide a final response, explaining the reasons for the delay and providing a further target date for resolution of your complaint.
Once the investigation is complete, a final response letter will be sent by the Compliance Officer that will provide you with a summary of our investigation and our decision in the matter and advise you that you have 6 months from that date to contact the Financial Ombudsman if required.