This notice sets out how we handle complaints that are covered by the Financial Services and Markets Act 2000.
A regulated complaint is defined as “any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an individual that may have suffered (or will suffer) financial loss, material distress or material inconvenience”.
- We will investigate all eligible complaints made against the firm or any of its approved persons in accordance with the rules of the Financial Conduct Authority.
- We will send written acknowledgement your complaint, setting out our understanding of the nature of the complaint ‘within a reasonable timeframe’. We deem this to be within 5 business days of receipt.
- The complaint will be investigated by an independent person who is competent to conduct such an investigation. The name and contact details of this person are:
6, The Larches
- We shall take all reasonable steps to conclude our investigation as soon as possible.
- For straightforward or less formal complaints, the FCA allow a 3-day response option – if this is applicable, we will send a resolution letter within 3 working days that outlines our final response. However, this does not mean that you cannot change your mind or refer to the FOS.
- If, after 4 weeks, we have not reached a conclusion we shall write to you informing you why we have not been able to resolve the matter and advising when we shall make further contact.
- If we have still not resolved the matter after a further 4 weeks, we shall write to you again with reasons for the delay and when our final response may be expected. At this point you may refer the matter to the Financial Ombudsman Service, and we shall provide details of how to do so.
- If you disagree with our decision once we have written to you with our final conclusions, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
- We maintain the correct records in respect of eligible complaints and are required to report to the Financial Conduct Authority periodically about such complaints.
If you should have any complaint about the advice you receive or a product which you have bought, please contact:
6, The Larches
Tel: 01446 775777
If you make a complaint, we will treat it fairly, reasonably, and promptly, following a transparent procedure as set out below. Under FCA guidance, a complaint is determined as “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, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience;”
We will acknowledge your complaint in writing within 5 working days of receipt, outlining our understanding of the complaint and, if it was made verbally, requesting written confirmation that this is correct. We will send you a copy of our complaints’ procedure (this notice) and we will inform you who will be handling the complaint.
We will carry out a balanced and objective investigation, based on the facts of the case.
- Keeping in contact:
We will ensure that you are kept informed of the progress of your complaint towards resolution.
- Keeping in contact – 8 weeks
If the investigation has not been concluded within 8 weeks we will:
- Advise you of the current position
- Advise you of the reason for the delay
- Explain why we are not able to respond
- Advise you of when we expect to provide a final response
- Advise you of your entitlement to refer the complaint to the Financial Ombudsman Service (FOS) if you are unhappy with the delay
- Give you a copy of the FOS’s standard explanatory leaflet
- Explain to you that you need to refer your complaint to FOS within six months of the date on Makemson’s final response letter
- Keeping in contact – Final Response
When the investigation has been completed, a response letter will be sent to you. This will be written in plain English and will include:
- An outline or summary of the complaint
- A summary of our investigation
- The factors considered as part of the investigation and how these are drawn together in the conclusion reached
- The outcome of the investigation
- Details of any offer made
- Time limit on any offer made
- Explain to you that you need to refer your complaint to FOS within six months of the date on our final response letter
- We will enclose a further copy of the FOS’s standard explanatory leaflet which will give full contact details for the FOS