Complaints Procedure

We are committed to providing you with a high standard of service and customer care, However we realise that things can go wrong and there may be occasions when you feel we have not provided the service you expected.


All complaints should be referred to Mr John Powell. We will follow the undernoted procedure which is compliant with the Financial Conducts Authority Dispute Resolution regulations.

Definition of a Complaint

A complaint is any expression of dissatisfaction whether oral or written and whether justified or not about failing to provide a financial service which involves some allegation that the customer has suffered financial loss, distress or material inconvenience.

Resolving Complaints

  1. We will acknowledge your complaint in writing promptly and send you a copy of our complaints procedure. We will inform you of the name of the person dealing with the complaint and when you can expect a fuller response.
  2. If the complaint should be redirected to another party, we will advise you promptly in writing.
  3. No later than 8 weeks from receipt of the complaint, we will send you a final response.
  4. If it is no possible to give a final response within 8 weeks we will send you a response which will include:-
    1. Why we are still not able to resolve the complaint
    2. Reasons for the further delay
    3. When you can expect a final response
    4. Information regarding the Financial Ombudsman Scheme (If applicable)

For further information on the Financial Ombudsman you can access their website at
www.financial-ombudsman.org.uk