How We Deal with Complaints
Upon receipt of a complaint, we will acknowledge your complaint as soon as possible, ensuring we understand the nature and details of your dissatisfaction.
We’ll do all we can to resolve your concerns within three business days and confirm this to you in writing. If we are unable to do this, we will investigate your complaint fully and endeavour to communicate our findings in a Final Response Letter, issued within 8 weeks of receiving the complaint.
In some circumstances, it may not be possible to gather the information necessary to assess your claim within this 8-week timescale. If that is the case, we will confirm to you in writing that the complaint investigation is still ongoing and outline the reasons why it has not been completed in this timescale. We’ll also inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet ‘Your Complaint and the Ombudsman’ will be enclosed, if not already supplied.
A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be given their name and contact details. We’ll keep you informed of the progress of the complaint investigation.
Where your complaint relates to the administration or management of an occupational or personal pension, we may also be able to refer your complaint to the Pensions Ombudsman (TPO) in addition to the FOS. Where appropriate, we’ll provide you with the relevant contact details.
Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will, however, pursue information on a regular basis.
If we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we’ll carry out the following action:
We’ll write to the firm concerned, explaining that we believe responding to the complaint in question to be their responsibility, and suggesting that they contact you directly.
We’ll enclose a copy of your original complaint letter.
We’ll write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We’ll also provide you with a copy of the letter we send to the firm.
We’ll copy the new firm in on this letter
