Complaints Procedure

Complaints Policy & Procedure
Version: 1.1
Effective Date: 1 April 2024
Next Review Date: 1 April 2025

Introduction

It is recognised that all customers have the right to complain, and therefore, we have put in place appropriate complaints handling procedures to deal with any complaints we receive. It is important to note that customers can make a complaint free of charge. This document outlines the procedures to be followed to ensure a speedy resolution of any complaint made. In this regard, all complaints should be fully resolved within 8 weeks of receipt.

Only appropriately trained staff will deal with complaints. This will generally be the person responsible for complianceto ensure as much objectivity as possible. However, we will ensure that persons subject to the complaint are not tasked with handling it.

Treating Customers Fairly

In accordance with our commitment to treating customers fairly and the Financial Conduct Authority (FCA) rules, we will:

• Investigate complaints competently, diligently, and impartially.

• Assess fairly, consistently, and promptly:

  • The subject matter of the complaint.

  • Whether the complaint should be upheld.

  • What remedial action or redress (or both) may be appropriate.

• Record and analyse all complaints, whether reportable to the FCA or not, and whether concerning our firm or a third party (e.g., an insurer), to identify and act upon any weaknesses.

Definition of a Complaint

A complaint is:

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.”

Complaints can be made verbally or in writing (including by electronic communication). We cannot insist that complaints be put in writing, but in some cases, it would be helpful to suggest that the complainant formally sets out the relevant information.

Receipt and Logging of Complaints

Upon receipt of a complaint, whether received orally or in writing at any time during the customer agreement, the individual who receives the complaint should notify the person responsible for complaints. Additional information should be provided where necessary.

• The person responsible for compliance will assess the validity of the complaint.

• They will conduct an investigation and log all necessary details in the Complaints Register.

• If an informal resolution is possible within 3 business days, the informal complaints process will apply. If not, the formal complaints process will be followed.

Formal Complaints Handling

If a complaint cannot be resolved informally, we will follow this process:

• Acknowledgment: Within 5 working days of receiving the complaint, we will acknowledge it in writing.

• Investigation: We will investigate the matter thoroughly.

• Response Times:

  • A final written response will be sent within 8 weeks.

  • If we need more time, we will explain the delay and provide a new expected response timeframe.

• Outcome: The response will either:

  • Accept the complaint and, if appropriate, offer redress.

  • Reject the complaint and provide reasons.

• Escalation: If the complainant is not satisfied, they may escalate their case to the Financial Ombudsman Service (FOS).

Alternative Dispute Resolution (ADR)

If a complaint remains unresolved after our final response, the complainant may have the right to refer their case to an Alternative Dispute Resolution (ADR) provider.

We are not required to use ADR in every case, but in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we provide details of an ADR scheme that may be able to assist.

For consumers in Doncaster and the surrounding areas, Doncaster Trading Standards provides access to an ADR scheme:

Doncaster Trading Standards ADR Service
Website: www.doncaster.gov.uk/ADR
Email: ADR@doncaster.gov.uk

Alternatively, you may contact them in writing at:
ADR
Trading Standards Service
City of Doncaster Council
Civic Office
Waterdale
Doncaster DN1 3BU

If you wish to refer the matter for ADR, please visit the webpage above or email ADR@doncaster.gov.uk.

Alternatively, if your complaint relates to financial services and remains unresolved, you may escalate it to the Financial Ombudsman Service (FOS):

Financial Ombudsman Service (FOS)
Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

If we agree to use ADR, we will confirm this in writing. However, if we do not agree to engage in ADR, you may still have the right to escalate your complaint via other legal channels.

Record Keeping and Complaint Monitoring

• All complaints will be logged in our Complaints Register and retained for six years.

• Complaints will be periodically reviewed to identify trends and improve service quality.

• The person responsible for compliance will ensure FCA reporting obligations are met.

Handling of Third-Party Complaints

If another Authorised Firm or a Regulated Financial Institution is wholly or partially responsible for a complaint, we may refer the complaint (or a relevant part of it) to them. In such cases:

• The complainant will be informed promptly and in writing about the referral.

• Their written consent will be obtained before the referral.

• Contact details for the new complaint handler will be provided.

Summary of Key Rights for Complainants

1. Complaints can be made free of charge and will be handled fairly and promptly.

2. If unresolved within 8 weeks, the complainant has the right to escalate the matter to the FOS.

3. In some cases, ADR may be available as an alternative dispute resolution method.

4. Complainants have the right to take legal action if a complaint remains unresolved.