We always aim to provide the highest possible levels of service and advice but even so, we appreciate that there may be occasions when clients are unhappy and wish to make a complaint. In these cases it is always best to approach us first as we likely to be in the best position to address issues quickly and smoothly. If, however, you are not happy with our response to your complaint or we have not responded within eight weeks of you making a complaint, you can take your complaint to Financial Ombudsman Service (FOS).
FOS was set up by law as an independent public body. Its job is to provide a speedy and cost effective way to resolve disputes between financial companies and their customers without having to go to court.
Most individuals and small business will be eligible to use the service.
• The service was set up by Parliament to sort out individual complaints that consumers and financial businesses aren’t able to resolve themselves
• The service is free to consumers and certain small businesses
• Depending how complicated a case is, complaints can be sorted out in a few months. But some cases – for example, complaints about mis-sold payment protection insurance (PPI) – can take much longer
• It does not write the rules for financial businesses – or fine them if rules are broken. That’s the regulator’s job.
FOS will listen to both sides of the story, and will give advice or make decisions based on the facts that they see.
And their word is law. If you choose to accept the Ombudsman’s decision then it’s legally binding on both you and the business. However you don’t need to accept it, you’re still free to pursue the matter further through the courts should you wish.
If you’ve a grievance with a business and they don’t respond within eight weeks – or you’re unhappy with what they say – get in touch with the Ombudsman.
You can ring on 0300 123 9 123 or 0800 023 4567 from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.
You can also email at email@example.com
And if you’d like more information on the Ombudsman, what they do and how they can help, then you can also visit their website.
Highwood Financial Services have been instrumental in helping us to get our financial house in order and giving us confidence in our plans for the future. We have a small business, and two young children, but we knew that we had gaps in our arrangements. Financial planning requires a high degree of trust, and we instantly had a rapport with Michael Gould that meant we had no hesitation talking with him about our journey so far and hopes for the future. In conjunction with a detailed assessment of our appetite for risk, he conducted a wide-ranging financial review of our existing insurance, historic pension and ongoing savings arrangements, and gave clearly reasoned advice on how to better structure them. We discussed his recommendations in great detail and followed all of his advice. With good life insurance and critical illness cover now in place, with new consolidated pension arrangements, we have confidence in the cover and plans that have put in place for ourselves and our family.
I would like to thank you and all of your colleagues for all of the help you have given me in sorting out my pension. As you are aware I was recommended to your company by a pension specialist who was aware of the professionalism that was given to other customers he had sent. I have to say he was correct and now I would recommend your company without any hesitation.
Once again many thanks and look forward to future and informative meetings.