The Financial Conduct Authority requires the Firm to operate a complaints handling policy that enables the effective identification, investigation and resolution of customer complaints.
Principle 6 of the Financial Conduct Authority’s Principles for Businesses expects the Firm to treat its customers fairly and honestly. One of the Firm’s undertakings to treat customers well is to make sure that their customers don’t suffer any barriers after the sale such as having difficulty in making complaints.
The FCA defines a complaint as a written or oral statement of disapproval, whether this is justified or otherwise, either from a customer or someone who is a potential customer or on behalf of such a person. Such a complaint would concern the supply (or failure to supply) a financial service that makes the allegation that the person complaining has endured (or may endure) any loss financially, actual distress or inconvenience and would relate to any action of the Firm (or other corporate body which the Firm has a business relationship with) in either its marketing or in supplying a financial service or financial product.
To put this another way, a complaint is an expression of feeling unsatisfied about any provision of the Firm’s own claims management actions, whether such a complaint is justified or not.
Submitting A Complaint
The Firm always wants to give customers and possible future customers excellent client service at all times. But if a customer or possible future customer wishes to complain to the Firm then they will be able to do that by phone, by email, or by post. Such a complaint may be made to the below:
· Telephone: 0161 823 4343
· Email: firstname.lastname@example.org
· Post: Jactin House, 24 Hood Street, Ancoats, Manchester, M4 6WX
The Firm will try to send anyone who has made a complaint an acknowledgement or receipt of that complaint in writing and within 5 working days of its receipt.
The Firm promises to investigate the nature of the complaint and also, where this is necessary, might get in touch with the complainant to get more information to more fully investigate the matter. The form of this investigation depends on the kind of complaint, but it might include talking to any relevant staff members and hearing recordings of phone calls.
The Firm promises to make sure that the person or persons who are investigating these complaints have never been involved with the things complained about and are completely independent.
The Firm promises to send a final response in writing to the complainant in not more than 8 weeks of first receipt.
The Firm’s final response may take a number of forms, and these will be either:
· Acceptance of the complaint and, if applicable, an offer of redress or some remedial undertaking;
· Offer some redress or remedial undertaking without actually accepting the veracity of the complaint; or
· Rejection of the complaint, in which case any reasons for this will be given as well.
If the Firm isn’t able to give a final response within these 8 weeks then the complainant will be given a response in writing which explains why the Firm isn’t able to give a final response, and then provide a date when the Firm will expect to be able to give one.
Complainants are all allowed to escalate their complaints to the FOS (Financial Ombudsman Service) completely free of charge, should they not be satisfied with the Firm’s final response, or in cases where the Firm doesn’t provide a final response in 8 weeks. The FOS website is https://www.financial-ombudsman.org.uk/
Please note that any complaints need to be escalated to the FOS within 6 months of getting the final response or when the 8-week deadline limit has passed.
The Firm promises to have a review of this complaints policy every year, or sooner than that, if prompted by any internal changes (for example, any changes in business processes) or changes outside the scope of the Firm, such as changes in legal requirements.