Complaints Procedure

One of the statutory objectives of the Financial Conduct Authority is that all firms must have regard to the information needs of its customers and treat their customers fairly.

In addition the Financial Conduct Authority has set out guidance on how firms can evidence that they are treating their customers fairly by way of ensuring that firms do not impose any barrier to customers making a complaint.

We seek to ensure that our handling of customer’s complaints meets these rules and expectations and are inherent within our processes and procedures. You are advised that you can decide at any point during the investigation of your complaint to exercise your right to refer the matter to the Financial Ombudsman Service.

It gave a very good and accurate account of our current status together with predictions which will enable us to plan our future with some certainty. In the current financial situation it is comforting to know that this level of accurate planning is available to us.