Complaints Procedure

This document sets out the firms Complaints Procedure which comply with the FCA Sourcebook
As a firm we are committed to treating our customers fairly and we will seek to respond to all complaints received promptly and fairly.
In order to ensure that complaints are fairly, consistently and promptly dealt with, the Chief
Executive must be consulted in all cases, and any proposed course of action or correspondence signed off by him. The Chief Executive will be responsible for ensuring that any complaint is properly investigated and that the required timetable set by the FCA rules is adhered to.
In the event that a complaint identifies a systemic, recurring or specific problem, the Chief
Executive will seek to resolve it via discussion and the implementation of any conclusions arrived at.

A complaint will involve an allegation from a customer or potential customer that they have
suffered financial loss, distress or material inconvenience in the company’s provision or failure to provide a financial service.
If the recipient of the complaint is unsure regarding the complaint please refer it to the Chief Executive.  In the event that a customer wishes 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, sms or fax. In the first instance, the complaint should be handled by the agent/agents manager responsible for the account, in consultation with the Chief Executive, and resolution of the complaint sought.  If the complaint is capable of being resolved the same business day as it is received, any agreed course of action should be taken and a file note made and inserted on the customer’s file, together with any copy correspondence.

In the event that a complaint is not capable of resolution the same business day as it is received, a brief written explanation of the substance of the complaint should be provided by the agent/agents manager responsible for the account, together with any written correspondence from the customer concerned. At this point in time, an entry should be made in the Complaints Register and the date of receipt of the complaint recorded in the Complaints Log, an example of the format of which appears in Appendix A.  If the complaint has not been resolved by the close of business on the second day, the agent/agents manager concerned is responsible for ensuring that a copy of these internal procedures are sent to the customer and receipt of the complaint acknowledged in writing within 5 business days. The name and job title of the person handling the complaint must be advised to the customer.

Investigation must be done by either the Chief Executive or a Director of the company.
We must investigate a complaint and ensure we understand fully the complaint that has been made. We need to have good communication with the complainant.

If a complaint has not been resolved within 4 weeks of being received, 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 must 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).

A Final Response must be made within 8 weeks of receiving the complaint.