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OUR COMPLAINTS POLICY


Making a complaint about our service

As an independent financial services firm authorised 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.

We have the following procedures in place:

  • On receipt of your complaint, we will record receipt of the complaint in line with our compliance practices.
  • 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.
  • If your complaint was made verbally, we will confirm our understanding of your complaint within our acknowledgement letter.
  • Your complaint will be investigated by our Compliance Officer: Andy 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.
  • 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.
  • 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.
  • We will also enclose a leaflet produced by the Financial Ombudsman Service (FOS): Your complaint and the ombudsman. 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: Your complaint and the ombudsman.
  • 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 Financial Ombudsman Service

    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:

    www.financial-ombudsman.org.uk
    0800 023 4567
    Complaint.info@financial-ombudsman.org.uk

    The Financial Ombudsman Service
    Exchange Tower
    London E14 9SR

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