Complaints Policy

Your right to complain

We take care to maintain ambitious standards of service. Where we become aware of client concerns or unease, we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.

Contact details:

• Telephone: 01625 466 360
• Email: [email protected]
• By post: Overbank, 52 London Road, Alderley Edge, Cheshire SK9 7DZ
• In person: Our office is open Monday to Friday 9am to 5pm (except bank holidays)

Who to contact:

• Compliance Director

What we do when a complaint is received

We treat all complaints the same, whether they are made in writing or verbally. We aim to assess any complaint fairly, consistently and promptly. Where possible, we’ll try to resolve your concerns within 3 working days of receiving your complaint.

If we can resolve your complaint within 3 working days, we will:

• Contact you by the end of the third day of receiving your complaint, confirming how we have dealt with it.

If we cannot resolve your complaint within 3 working days, we will:

• Write to you within 5 working days of receiving your complaint
• Investigate your complaint further.
  • We may need to get a signed letter of authority from you so we can collect certain information from
    other parties on your behalf
  • We aim to complete our investigation within 8 weeks of receiving your complaint
• Write to you again when we have completed our investigation, confirming:
  • Details of our investigation
  • Whether your complaint should be upheld or not
  • What corrective action or redress (or both) may be suitable

If we haven’t been able to complete our investigation within 8 weeks of receiving it, we will write to you again,
explaining:

• The reason(s) why we have not been able to complete our investigation
• When we hope to complete our investigation

If you are unhappy with our response

If you’re not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge, who may be able to help.
We’ll provide full details of how to do this when we write to you.

What we do if your complaint is not about our firm

If you complain to us, but we are satisfied that the complaint relates to another firm, we will:

• Write to the firm concerned (if we can identify them), explaining that we believe they need to consider your complaint. We will also enclose details of your complaint.
  • If this was made in writing – the copy of your original letter / email
  • If this was made verbally – written details of the notes we made
• Write to you, giving you firm’s contact details. We will also provide you with a copy of the letter we send to the firm. A copy of the letter we send to you will also be sent to the firm concerned