Complaints Procedure - Information for Clients

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Main contact for complaints: Leigh Taylor

Contact details: leigh.taylor@bhfinancialservices.co.uk

Address: 42 Northumberland Road, Widnes, Cheshire WA8 5EB

Telephone: 07860 309026

Upon receipt of a complaint, we’ll do all we can to resolve your concerns within three business days, and confirm the resolution to you in writing. If we can’t do this, we’ll write to you, normally within 5 business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response to you.

A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be given their name and contact details. 

When acknowledging your complaint, especially in the case of an oral complaint, we’ll set out the nature of the complaint (usually via email) and request confirmation from you that we’ve understood the nature of your concerns. We may also request further clarification from you if necessary. 

Your complaint will be investigated using our files, together with reports from other parties if relevant. We aim to resolve complaints as quickly possible but if a complaint requires detailed investigation and/or a dialogue with third parties we need to ensure we are thorough and the complaint may take some time to resolve.

We may need to write to you if further information is required and we’ll keep you informed of the progress of the complaint investigation.

In any event, within eight weeks, you’ll receive:

· A final response letter detailing our conclusions and resolution to the complaint. This letter will also confirm that if you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you may lose this referral right. A copy of the FOS leaflet ‘Your complaint and the Ombudsman’ will be enclosed, if not already supplied. You may also be able to take civil action. 

OR

· A communication explaining that we are still not in a position to provide a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response. We’ll also inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet ‘Your complaint and the Ombudsman’ will be enclosed, if not already supplied. 

Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will, however, pursue information on a regular basis.

We will provide fair redress where we believe it is appropriate. For this purpose, fair means proportionate to the circumstance, consistent with Financial Conduct Authority (FCA) rules and Financial Ombudsman Service (FOS) guidelines. 

The Financial Ombudsman Service can be contacted at: www.financial-ombudsman.org.uk

or Exchange Tower, London E14 9SR. Tel: 0800 023 4567 or 0300 123 9123

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we’ll carry out the following action:

• We will write to the firm concerned,  explaining that we believe the complaint in question to be theirs, and suggesting that they contact you directly.
• We will enclose a copy of your original complaint letter.
• We will write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We’ll  also provide you with a copy of the letter we send to the firm. 
• We will copy the new firm in on this letter