COMPLAINTS

We understand that things sometimes go wrong and when they do, we’re here to help. If you need to make a complaint, we will offer you a process to have an honest dialogue, we promise to listen and give you the time you need to explain your concerns, without charge.

To do this, we need your help. Depending on the type of problem you have, you might be angry, worried, or confused and we understand the frustration and distress this can cause. We will do our best to investigate your concerns as quickly as we can but please be patient, it can take time to look into things properly.

• We will talk to you about your complaint if we need more clarity or additional information.
• We will acknowledge your complaint within a reasonable timeframe.
• We will investigate your complaint to the best of our ability. This will include reviewing all related documents, obtaining the recollections of those involved and considering what would seem reasonable, given all we can see.
• If it’s necessary to contact other companies, we will ask you to sign an authority that will allow us to request information on your behalf. This information will only ever be used to assist with the investigation of your complaint.
• We will keep you informed as our enquiries progress. If we have been unable to conclude matters within four weeks, we will write to update you.
• We aim to conclude your complaint within eight weeks. Our final decision will confirm the outcome of our findings and if your complaint is upheld, it will confirm the steps we will take to put things right. If we are unable to uphold your complaint, our letter will explain why and the steps you can take if you don’t agree with our findings.
• If we can’t resolve things within eight weeks, we will let you know why and explain how much longer we think we will need.
• If you’re not happy with our final response, or we have been unable to provide it within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If you wish to register a complaint, please contact us either in writing or by telephone.

Quintet Financial, 39 East Avenue, Bournemouth, Dorset, BH3 7BT or email at info@quintetfs.co.uk. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

The FOS offer an independent and free service and can be contacted in the following ways:

• By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• By telephone: 0800 023 4567
• By email: complaint.info@financial-ombudsman.org.uk
  

Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.

The Financial Ombudsman Service is available to sort out individual complaints that clients and financial services businesses aren’t able to resolve themselves. To contact the Financial Ombudsman Service please visit www.financial-ombudsman.org.uk.