6. The appointed officer’s report will set out the nature and scope of the investigation, the conclusion on each complaint and the basis for the conclusion. If he/she finds that you are justified in your complaint, the proposal for resolving the complaint
7. Confidentiality; All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary. Disclosure will only be to anyone involved in the complaint and the investigation.
8. If you are not happy with the customer services officer’s report of the investigation results, you can make a referral to Mediation service.
9. If mediation proves unsuccessful you will be given a copy of the full file and you can then complain to the Financial Ombudsman Service (FOS). You have an ultimate right to refer any unresolved disputes to the FOS.
10.Our policy; as part of our commitment to client care we make a written record of any complaint and retain all documents and correspondence generated by the complaint for a period of 6 years.
11.You can also complain to the OFT Tel; 020 7211 8000, Postal address; Enquiries & Reporting Centre, OFT, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX and also to the Legal Complaints Service Telephone 0845 6086565, Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE
12.Complaints can also be made to the Solicitors Regulation Authority and to the Bar Council.
Financial Ombudsman Service (FOS)
We hope that you will use our procedure, however, if you would rather not do so or are unhappy with the outcome you may take up your complaint with the FOS.
You can find more information about the FOS on www.financial –ombudsman.org.uk
You can also write to them at:
South Quay Plaza, 183 Marshall Wall, London, E14 9SR
Email: [email protected]
TEL: 020 796 41000, or 0300 123 9123, or 0845 0801800
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