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Complaints Procedure

Should a customer wish to make a complaint, this can be made verbally, by telephone or in person, or via a written communication delivered in person, via post, e-mail or fax. Any complaint will be referred to the Managing Director.

In order to ensure that complaints are fairly, consistently and promptly dealt with, the Managing Director will be responsible for ensuring that any complaint is properly investigated and that the required timetable set by the FSA rules is adhered to.

When a complaint has been resolved, a final response will be issued to the customer, unless it was resolved by the close of business on the business day following receipt, in which case no letter will be sent. A final response is a written response from the company which:

•accepts the complaint and, if appropriate, offers redress or
•rejects the complaint and gives reasons for doing so, and which informs the customer that, if they remain dissatisfied with the company’s response, they may now refer the complaint to the Financial Ombudsman Service ("FOS").
In any event, within 4 weeks of receiving a complaint, unless the customer has already indicated in writing acceptance of a response by the company (provided that the response informed the customer how to pursue his complaint if he remained dissatisfied), and in the event that a final response has not been issued, a holding response will be sent to the customer explaining why the company is not yet in a position to resolve the complaint and indicating when the company will make further contact (which must be within 8 weeks of receipt of the complaint)

Within 8 weeks of the receipt of a complaint the company will send to the customer a final response or a response which explains that the firm is still not in a position to make a final response, giving reasons for the further delay and indicating when it will be able to provide a final response, and informs the customer that he may refer the complaint to the FOS if he is dissatisfied with the delay, enclosing a copy of the FOS’s explanatory leaflet.

In the event that a customer takes more than a week to respond to a communication, the 4 and 8 week time frames will be extended by the amount of time in addition to a week that the customer takes to respond. Any final response must inform the customer that he may refer the complaint to the FOS if he is dissatisfied with it, (and that he must do so within 6 months should he wish to refer it), enclosing a copy of the FOS explanatory leaflet, unless the company has already done so.

The company will retain a record of the complaint for 3 years from the date of the receipt of the complaint.

A complaint will be deemed to be closed where the company has sent a final response or where the customer has indicated in writing acceptance of the company’s earlier response.


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