1. Introduction

It is inevitable even within the best run organisations that there will be occasions when individual customers are not happy with the service provided. In such circumstances, customers complain.

2. What constitutes a complaint

Any situation where an individual has expressed dissatisfaction, whether justified or not, either orally or in writing, about the firm’s provision of, or failure to provide, a financial service or a determination of redress.

3. You should be vigilant to any complaint or, indeed potential complaint, involving the firm, which alleges;

  • a breach of FCA Rules or guidance, or
  • a failure to comply with any obligation arising under or by virtue of the Financial Services and Markets Act 2000, or
  • negligence, a breach of a term of any customer agreement or any enactment or other rule of law which may be applicable to the business of the firm, or
  • misrepresentation, bad faith or other malpractice, or
  • financial loss, material distress or material inconvenience.

4. General Complaints Information

Should you receive a complaint or suspect that a situation may give rise to a complaint, you must notify the Compliance Officer immediately, who will deal with the complaint in accordance with the firm’s Complaint Handling Procedure.

You should not initiate contact with the customer until the Compliance Officer has informed you, in writing, that it is permissible to do so.

All staff should be provided with a copy of the Complaint Handling Procedure and should acknowledge, in writing, that the content of the Procedure has been read and understood.

All complaints received must be immediately notified to the Compliance Officer.

5. Receiving complaints

Complaints may be received by in any reasonable means. For example; letter, telephone, e-mail, fax or in person verbally.

All complaints should be investigated competently, diligently and impartially.