Complaints Procedure

Should you have a complaint about the service that we have provided to you, our complaints procedure is aimed at resolving any problems quickly and satisfactorily and further improving the quality of our service.

Dissatisfaction with our service

If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with your Adviser or Relationship Manager. Should you be dissatisfied with the explanation he or she has provided to you then your complaint will be referred to the company’s Compliance Department.

Written complaints should be addressed to the Compliance Department, Financial Management Limited, 42 Lytton Road, Barnet EN5 5BY

How your complaint will be dealt with

We may need to contact you for further information in order to better understand your position. Our Compliance Department will conduct a full investigation into the points raised and discuss the details of your complaint with the Adviser and/or Relationship Manager as appropriate. Once all information has been considered we will contact you in writing to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not happen again.

We aim to resolve a complaint satisfactorily within 10 working days although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Financial Ombudsman Service

If you are not satisfied with our final response or eight weeks have passed since you first let us know of your complaint you may be eligible to refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. The Financial Ombudsman Service provides a free independent service for consumers to solve disputes with financial firms.

Your Rights

We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.