If you're sending us positive feedback, thank-you, we appreciate it. Our team will let you know it's been received.
If you're letting us know of a complaint, we have three business days to investigate it and resolve it. If your complaint is resolved by close of business on the third business day, we will provide you with a written 'Summary Resolution Communication', which will also include information about the Financial Ombudsman Service.
If we are unable to resolve your complaint by the third business day, we will send a prompt written acknowledgement of your complaint. If the nature of the complaint is unclear, we may telephone or write to you to clarify the area(s) of concern.
We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.
In our experience, gathering all the facts and paperwork enables us to consider all the information available at the one time, which is in the best interests of reviewing a complaint comprehensively. If we do need to request details from you, we ask that you respond as fully and as soon as possible.
The complaint may be the responsibility either wholly or in part of another firm. In these circumstances, we will promptly identify this, refer the complaint to the other firm and inform you of this fact together with the other firm’s contact details. We will also confirm that we are either investigating matters further or issue a final decision letter
We will endeavour to fully investigate your complaint and respond to you within eight weeks of receipt.
If we are still unable to respond within eight weeks, we will write to you again to advise why and provide information on the Financial Ombudsman Service
, an independent dispute resolution service, to whom you may wish to take your complaint.
Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our decision. Depending upon the nature of the investigation and the time that has lapsed since receipt of the investigation, the letter will consist of either our initial view or a final decision. If the letter takes the form of our initial view, we will inform you of this and you may accept our view or reject it, in which case we will revisit your complaint in light of any additional comments made. If you do not respond, we will treat the complaint as closed.
In our final decision letter, we will always provide you with full information about how to take your complaint to the Financial Ombudsman Service.