Complaints Policy
Investor Compensation values your feedback. Letting us know whenever you are dissatisfied with our service gives us the opportunity to put matters right for you and improve our service for everybody.
Our aim is to provide the highest possible level of service to all our clients. If you are unhappy with any aspect of the service, then please raise your concern with us immediately.
Our internal complaints procedure is designed to resolve your concerns quickly and efficiently in respect of any person using our regulated claims management service that we have provided.
A complaint may be made by reasonable means such as in writing, verbally, email or in person. Where possible and not obligatory, please communicate a complaint in writing (by letter or by email) setting out what is causing you concern and what you would like us to do to resolve your concerns.
If you would like to complain in writing or in person, our address is:
Customer Relations Investor Compensation (UK) Ltd
Suite G3 Birkbeck Office
Water Street
Skipton North
Yorkshire
BD23 1PB
If you would like to complain by email contact CustomerRelations@investorcompensation.co.uk.
If you would like to complain by telephone contact: 01535 959 496.
Complaints Handling Procedures
We value your feedback and will endeavour to resolve any expression of dissatisfaction, whether oral or written, at the earliest possible opportunity. Our complaints handling procedures are as follows:
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved. It will make you aware of your right to refer the complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service) should you be dissatisfied with our resolution.
Should a further (or new) complaint arise from you, or we are not able to resolve the complaint by the close of the third business day, it will be logged and dealt with as follows:
Acknowledgement
We will send you a written or electronic acknowledgement within 5 business days of our receipt of your complaint giving you the name and job title of the individual who will be handling the complaint. When we acknowledge your complaint, we will also provide you with these complaint handling procedures. We will thoroughly investigate your concerns and the person investigating your complaint will have the authority to settle it and, wherever possible, will not have been directly involved in the matter which is the subject of your complaint.
Complaints Investigation
After no more than 8 weeks after our receipt of your complaint, we will provide you with;
(i) A final response which addresses adequately the subject matter of your complaint and, either:
- Upholds your complaint and, where appropriate offers redress or remedial action (appropriate redress will not always involve financial redress); or
- Offers redress or remedial action without accepting the complaint (appropriate redress will not always involve financial redress); or
- Rejects the complaint and explains why
In every case, we will tell you that if you’re not satisfied you may refer your complaint to the Claims Management Ombudsman
(ii) A response which:
- Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicates when we expect to be able to provide you a final response; and
- Informs you that you may refer the handling of the complaint to the Claims Management Ombudsman Service if you are dissatisfied with the delay
If you do not feel that the cause of your complaint has been responded to fully, please contact your complaint handler directly explaining clearly what aspect of your complaint has not been fully addressed by our response. The complaint handler can only respond on matters that have not been addressed in our final response. If we do not hear from you within 28 days of our final response, we will assume that your complaint has been fully resolved. This is for our internal records and does not affect your right to refer your complaint to the Claims Management Ombudsman within 6 months of our final response.
Appeals
In the event you remain unhappy with our final response, or we do not provide a final response within 8 weeks of your initial complaint, you are entitled to refer your complaint to the Claims Management Ombudsman (CMO) this must be submitted within 6 months of the date of any final response we provide.
The Claims Management Ombudsman (CMO) will only consider your complaint once you have received our final response, or once 8 weeks have passed since we received your complaint without you receiving one.
Further details on the Claims Management Ombudsman are available on their website at https://cmc.financial-ombudsman.org.uk/
If you would like to complain to the Claims Management Ombudsman (CMO) you can do so by
Post:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Email: Complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123.
The Financial Ombudsman Service advises that you do not send original documents as they scan any documents sent to them and may destroy the originals
