Complaints
First speak to us – we make every effort to maintain high standards of service but if we let you down we will try to put things right immediately. If we are unable to do so, you can register a complaint formally by writing to Peter Stevenson (34 Victoria Street, Altrincham, WA14 1ET) or telephoning us on 0161 928 3991.
If we are unable to resolve your complaint by close of business on the third working day after receipt an acknowledgment will be sent no later than 5 working days after receiving your complaint, confirming who is dealing with the complaint and when we will expect to respond to you. Within 8 weeks of the date we receive a complaint, we will provide you with our final decision.
If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business: (1) employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2m, or (2) with an annual turnover of 6.5m or more, and 50 employees more or with an annual balance sheet total of £5m or more; a charity with an annual income of £6.5m or more; or trustees of a trust with a net asset value of £5m or more).
The Financial Ombudsman contact details are:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Complaint.info@financial-ombudsman.corg.uk
www.financial-ombudsman.org.uk
The Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. For Commercial customers with less than £1m turnover non-compulsory Insurance is covered for 90% of the claim without any upper limit. For Compulsory classes of insurance advising and arranging is covered for 100% of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
Governing Law
This Agreement, which sets out the terms of our relationship with you, will be governed by and construed in accordance with English Law.
