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.
I called in yesterday to talk through by pension investment with Paul, he was as always thoroughly professional and I just wanted to acknowledge this. We do not often meet up so for that reason it is a comfort to know Paul is around to look after things.
My husband and I have been with Highwood for three years. After our previous experiences with financial advisers, it was an enormous relief to find someone who explains everything in language we understand, who sets out the detail of our investments and importantly any charges incurred in a transparent way, and who always responds quickly to any queries we have. We came to Highwood at a time when we had to sort out my mother’s estate and had lots of decisions to make. Michael ‘held our hand’ through the process, and helped to clarify the options we had, and made it all feel much less daunting. We would (and do) highly recommend Highwood.