– Alleges that the customer has suffered (or may suffer) financial loss, material distress or material inconvenience and
– Relates to an activity of our firm, or of any company with whom we have some connection in marketing or providing financial services or products, which comes under the jurisdiction of the FOS – Please see https://www.financial-ombudsman.org.uk
The Financial Ombudsman Service (FOS)
“The Financial Ombudsman Service (FOR) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.”
For every complaint received, the date, time, nature of the complaint, customer’s name and contact details will be recorded along with our response (upheld / not upheld) and the justification for this decision, along with the date of the final response.
Redress is appropriate if the firm upholds a customer’s complaint. Its purpose is to put the customer back into the position they would have been in if the matter bringing about the complaint hadn’t occurred. Redress offered to a complainant will be fair and in proportion to their financial loss. If there is no financial loss, or possibility of financial loss (for example if a customer is complaining about the poor customer service they believe they have received), this rule will still apply.
Goodwill may be offered to a customer is some circumstances, but it is not a substitute for redress. Goodwill may be offered by our firm if we do not uphold a customer’s complaint, but our firm wishes to offer the customer a gesture of kindness in order to maintain a good business relationship with them.
Our firm will review past complaints cases in order to identify business shortcomings and development areas. Such data will be included in Complaints Handling Management Information, reviewed regularly by senior management.
Any trends will be identified, the implication of these trends and their potential effect on other customers, past and future. Staff training and / or remedial action may also be taken, as appropriate.
In relation to the internal complaints procedure, the following will take place:
Our firm will treat regulated complaints in the same manner and process as for non-regulated complaints.
We will communicate with customers throughout the complaint investigation process.
All employees will receive complaint handling training upon joining the company and on a regular basis as a refresher, annually.
Complaints management information may be requested by the FCA. At all times, detailed records of the number and type of complaints, the investigation and the outcome will be retained for this purpose, as well as for our internal quality assurance purposes.
Upon receipt of a complaint, a written acknowledgement of receipt of the complaint, giving the name and title of the Complaint Handler will be issued promptly to the complainant.
This acknowledgement will also include:
A final response will be sent to the client within 8 weeks of our firm’s receipt of the complaint.
In addition, the client will be told, in writing, that they may refer the complaint to the Financial Ombudsman Service (FOS) if they are dissatisfied with the delay. We will inform them that their referral to the FOS must take place within 6 months after our firm has received their complaint.
The FOS explanatory leaflet must be enclosed with this communication or emailed to the customer if communications are agreed by email.
When the written response is sent, it will include the following information:
If a complaint can be resolved within 3 business days from receipt, we may send a Complaint Summary Resolution Letter to the customer. This will be classed and recorded as a ‘short complaint’ and included in regular regulatory reports to the FCA.
Find a Debt Expert is a trading style of Milton & Stirling Ltd, Company Number SC587851 – Solutions Scotland, 78a Stanley Street, Glasgow, G41 1JH. DPA number ZA431921
Milton & Stirling Ltd are an Appointed Representative of MichaelAlan Ltd who are authorised & regulated by the Financial Conduct Authority, FRN 690939.
As part of our free service, we’ll review your financial situation, explain the available options and recommend a debt solution which is suitable for you. The risks of all suitable solutions will be explained clearly and if you decide to go ahead with a debt solution we will refer you to one of our trusted providers who specialise in the management of that debt solution. We’ll be paid for introducing you or for the preparatory work we do, depending on your debt solution fees may be payable if ongoing services are provided. Read about fees and key information in our terms & conditions. To find out more about managing your money and getting free debt advice, visit Money Advice Service , an independent service set up to help people manage their money.
For complaints see our Complaints Policy
For independent advice on how to deal with creditors with regards to Insolvency Services see https://www.gov.uk/government/organisations/insolvency-service