OUR COMPLAINTS POLICY
Making a complaint about our service
As an independent financial services firm authorised and regulated by the Financial Conduct Authority (FCA), Roberts Mackie Winstanley adheres to the rules set out by the regulator in relation to the handling of client complaints.
If you feel you have cause for complaint, you should contact our Compliance Officer, Mr Iain Mackie, at Roberts Mackie Winstanley, Jonathan Scott Hall, Thorpe Road, Norwich NR1 1UH.
We take all complaints seriously and will deal with your complaint in accordance with the following procedures:
On receipt of your complaint, we will record receipt of the complaint in line with our compliance practices.
We will acknowledgment your complaint promptly following receipt, enclosing a copy of these procedures.
If your complaint was made verbally, we will confirm our understanding of your complaint within our acknowledgement letter.
If we are able to resolve your complaint by the close of three business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and their conclusion.
If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS – see below for further details). We will provide you with a copy of the FOS leaflet: ‘Want to take your complaint further?’.
If your complaint cannot be resolved within three business days, we will write to you within five working days to acknowledge receipt of your complaint.
Within our acknowledgement letter we will provide you with a copy of these complaint procedures.
We will endeavour to communicate with you in a clear and fair manner at all times while we are investigating your complaint.
Your complaint will be investigated by our Compliance Officer: Iain Mackie.
The Compliance Officer will gather all the relevant documentation required to conduct the investigation thoroughly and objectively.
We will contact you if we require any additional information; an authority letter may be required if we need to approach a third party, for example.
If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
We will keep you informed of the progress of our investigation at regular intervals.
We aim to deal with your complaint as quickly as possible.
We will endeavour to send you our final response letter addressing your concerns and providing you with our decision within eight weeks of receipt of your complaint.
If we have not resolved your complaint within eight weeks from the date of receipt, we will write to you again with our reasons for the delay and we will confirm when we expect our final response to be made.
At this stage, you will be entitled to refer your complaint to the FOS. We will enclose a leaflet produced by the FOS: ‘Want to take your complaint further?’. This leaflet explains your right to contact the FOS, free of charge, if you are unhappy with the progress or outcome of our investigation.
Our final response letter will set out our understanding of your complaint, the issues raised, the investigation we conducted and the outcome of our investigation. We will also detail any redress that we believe appropriate or the reasons for declining redress.
We will enclose the FOS leaflet mentioned above: ‘Want to take your complaint further?’
If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible.
If you are not satisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is free of charge.
The Pensions Ombudsman (see below for contact details) can consider complaints about the administration of personal and group personal pensions as well as occupational schemes. You have the right to refer your complaint to The Pensions Ombudsman free of charge.
We will deem the matter closed when:
We have resolved your complaint by close of three business days from receipt to your satisfaction, and issued a written summary resolution letter confirming the outcome of our investigation;
Our investigation has been completed and a final response letter has been sent to you; or
You have indicated, in writing, acceptance of any earlier response, where appropriate.
The Financial Ombudsman Service (FOS)
The Ombudsman might not be able to consider your complaint if:
The issue you’re complaining about happened more than six years ago, and
You’re complaining more than three years after you realised (or should have realised) that there was a problem.
We will tell you if we think that your complaint is made outside of these time limits, but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with our findings, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances.
If you decide to refer your complaint to the Ombudsman you must do so within six months of our final response letter.
If you do not refer your complaint to the Ombudsman within six months of the date of our final response letter, the Ombudsman will not have our permission to consider your complaint and will be able to do so only in very limited circumstances, i.e. if the Ombudsman believes that the delay was as a result of exceptional circumstances.
You can contact FOS online, by phone, by email or in writing:
0800 023 4567
The Financial Ombudsman Service
London E14 9SR
The Pensions Ombudsman Service
The Pensions Ombudsman can consider complaints about the administration of personal and group personal pensions as well as occupational schemes. You have the right to refer your complaint to The Pensions Ombudsman free of charge.
Contact with The Pensions Ombudsman about a complaint needs to be made within three years of when the event(s) you are complaining about happened – or, if later, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended.
The Pensions Ombudsman can also help if you have a complaint about a decision made by the Pension Protection Fund or a decision made by the Financial Assistance Scheme.
You can contact The Pensions Ombudsman online, by phone, by email or in writing:
0800 917 4487 and select the option to make a formal application
The Pensions Ombudsman
10 South Colonnade
London E14 4PU