Free Advice 0800 043 0200
Landline 0161 219 3622
You are invited to discuss your complaint with the individual whom you have been dealing or with their immediate department manager in an effort to resolve the issue.
Where should I send my Complaint?
Should you not wish to discuss with them or you continue to be dissatisfied you are invited to write to us at the following address: -
FAO: Charlie Nash & Conor Duffy
35 Templemore Business Park
What should I include in my complaint?
Please ensure that the following details are included in your complaint: -
What will happen next?
We will provide you with a written acknowledgement within five working days of receipt.
Your complaint will be reviewed by the Department Manager and a Senior Manager who will provide you with a written response within a further fourteen days.
During these fourteen days the Department Manager and Senior Manager will be ascertaining the background facts as quickly as possible. They may need to contact you to seek additional information as required.
In the event that the Department Manager requires more time to fully investigate the complaint they will inform you in writing of a reasonable timetable for response along with reasons for the delay.
Once this has been completed they will provide a reply which will include conclusions of their investigations. It will also include full and clear explanations of the reasons for the conclusions that have been made. The Department Manager will also detail any legislation which is specific to your case to ensure that it is made clear why a particular procedure is required which may have been the cause for complaint in the first instance.
Should the investigations conclude that an error has been made the Senior Manager and /or Department Manager will rectify the error promptly and offer an apology for the error.
What if I am not satisfied with the initial repsoonse?
If you are not satisfied with the initial response to your complaint, you should write to the: -
The Senior Manager
The Senior Manager will then conduct a review of the complaint with the assistance of another Senior Manager/Director of the company.
He will investigate the complaint and review all documentation relating to the complaint provided by you and used by the original Senior Manager/ Department Manager to formulate the response previously provided.
The Senior Manager will provide a response to your complaint within a further fourteen days with his findings.
If you are still not satisfied the last thing you can do is contact the Financial Ombudsman Service.
If you have not received a final response letter from us within 8 weeks of the complaint date, or you are dissatisfied with the decisions in our final response letter, you can write to or call The Financial Ombudsman Service: -
Telephone: 0800 023 4 567 (8am to 8pm. Mon - Fri)
Templemore Business Park
0800 043 0200
0161 219 3622
Monday - Friday
8am - 8pm
9am - 4pm