Consumer Complaints Procedure

1. We will record receipt of your complaint within 5 days of receiving it and check that you have received a copy of this procedure.
2. We will in the meantime investigate your complaint. This will normally involve passing your complaint to the Director, Mike Lowe, who will review the matter and speak to the member of staff who acted for you.
3. The Director will contact you and try to resolve your complaint. If after 5 days your complaint has not been resolved he will send you an acknowledgement letter confirming the investigations which are taking place. All complaints which take longer than 24hrs to resolve will be acknowledged by letter.
4. Any investigation and/or mediation will take no longer than 7 weeks to complete.
5. If after 7 weeks your complaint is still not resolved, we will write to you to inform you of your statutory rights.
6. If you are still not satisfied, you can then contact
   
   

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

Isle of Dogs

London E14 9SR

(or if your concern is with regards to our handling of your personal data the Information Commissioner’s Office at https://ico.org.uk/concerns/handling/ ) with regards to your complaint. For further information, you should contact the Financial Ombudsman Service on 020 7964 1000 or email them on complaint.info@financial-ombudsman.org.uk.