How to make a complaint
If you are unhappy with a financial product, service or advice you have received you can complain. All companies regulated by the Financial Conduct Authority (FCA) must have a complaints procedure in place and must respond to your complaint within set deadlines. To make the process easier, follow the FCA’s three steps to making a complaint:
Step 1.Contact the company directly.
Contact the company involved as soon as possible. It is best to write to them so you have a record of the complaint made.
A company regulated by the FCA must provide you with a final response within eight weeks telling you whether it has been successful or why it needs more time to investigate.
Step 2.Contact the Financial Ombudsman Service (FOS).
If you are not happy with the company’s response or it rejects your complaint or you do not hear from them within the eight week deadline then the FOS may be able to help.
The FOS is a free, independent service dealing with complaints on a wide range of financial matters, settling disputes between banks etc and their customers.
It is important that you contact the FOS within six months of receiving the final response.
Step 3.Take the matter to court.
As a last resort you may be able to take your case to court where you are unhappy with the decision made by the FOS.
The FCA’s website is invaluable in providing guidance to dissatisfied customers. You can watch their guide to making a complaint www.fca.org.uk or visit the Financial Ombudsman Service www.financial-ombudsman.org.uk for further information.
It is our aim always to provide a service which matches our customers’ needs and is of the highest standard; we will endeavour at all times to deal swiftly, accurately and courteously with their requests, and, if for any reason we are unable to do so, we will always keep them informed of the reasons for any delay.
If however you do feel you have cause for complaint you should, as soon as possible, contact the managing director, Mr. J R Collins
by post at:
225 Bristol Road
or by telephone on
0121 446 6688
or by fax on
0121 446 5215
or by e-mail at
We will immediately acknowledge receipt of your complaint and attempt with your co-operation to arrive at a satisfactory resolution; this may result in a short delay while we pursue any enquiries which are needed.
If you are still not satisfied you have the right to take your complaint to the Financial Ombudsman Service, and we will provide you on request with details of how you may do this.