Complaints

Upheld complaints

Where appropriate, at our discretion only and if a complaint is upheld, we may offer some form of compensation. Do not expect this as a right, the appropriate level of compensation, if any, will be decided by a director prior to offer but where offered, will always be a fair and reasonable gesture.

Any offer of compensation will be made in writing and without prejudice. Acceptance (of our offer) must also be made in writing.

If a complaint involves an issue regulated by the FCA, we will inform the consumer in our final response letter that they may refer their complaint to the Financial Ombudsman Service for review. We will also advise that this referral is free of charge (to them), is time limited to six months from the date of our final response and we will enclose a copy of the Financial Ombudsman Service leaflet.

We will also advise a complainant that they may also seek legal advice or redress, at their own expense, if they feel that this would be more suitable (to their needs).

We will further advise the complainant that as our decision is a final response we will not enter into any further correspondence with regard to their complaint other than for clarification purposes.

Where a complaint is not regulated by the FCA and in the unlikely event of a complaint arising, if we have not been able to resolve it then you can refer the matter to the Retail Ombudsman.

Rejected complaints

If a complaint is rejected we will send a final response letter informing the complainant of our decision and how and why we have made our decision.

If the complaint involves an issue regulated by the FCA, we will inform the consumer in our final response letter that they may refer their complaint to the Financial Ombudsman Service for review. We will further advise that this referral is free of charge (to them), is time limited to six months from the date of our final response and we will enclose a copy of the Financial Ombudsman Service leaflet.

We will also advise a complainant that they may also seek legal advice or redress, at their own expense, if they feel that this would be more suitable (to their needs).

We will further advise the complainant that as our decision is a final response we will not enter into any further correspondence with regard to their complaint other than for clarification purposes.

Further or future contact or correspondence

Once a final decision letter has been sent; we will not enter into further correspondence with regard to that complaint other than for clarification purposes.

If a complaint has been referred to the Financial Conduct Authority or the Financial Ombudsman Service for review, we will make all correspondence and records available, on demand, to them without any undue or unreasonable delay.