How we will handle your complaint
Looking after our customers and striving to achieve excellent customer service is really important to us, however we recognise that things can go wrong at times.
If that happens, we aim to resolve any complaint as quickly and effectively as possible.
If you do have reason to complain then it will help if you provide as much information as possible and tell us how you would like us to resolve the problem. If we uphold your complaint, we will apologise and explain what went wrong and take action to prevent the problem happening again.
As part of our procedure we will acknowledge your complaint within three working days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.
Our objective is to resolve your complaint at the time you raise it, within a period of three working days. If we resolve your complaint at this stage and you accept our response, we will provide you with a summary resolution communication to confirm this and to highlight your rights in relation to complaining to the Financial Ombudsman Service.
If we are not able to resolve your complaint within 3 working days we will then investigate your complaint further in a competent, diligent and impartial manner and provide a final response in full within eight weeks.
Within our final response, we will explain our assessment of the complaint and our decision on it. If it is considered appropriate, we will offer redress or remedial action.
If you have a complaint, please contact us as follows:
- In writing to Mr Chris Johnston, Complaints Officer, McGinness Associates, 2/2 Kensington House, 227 Sauchiehall Street, Glasgow, G2 3EX
- By email to firstname.lastname@example.org
- By phone on 0141 333 1166
If we are unable to resolve the complaint within this time limit due to exceptional circumstances, we will send a written response which explains why McGinness Associates has been unable to provide a final response, and when we expect to provide one, and in either case, send information about your referral rights to the Financial Ombudsman Service together with an explanatory leaflet.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
The Financial Ombudsman Service
Telephone: 0800 023 4567
Further information is available on the Financial Ombudsman Service website:
An explanatory leaflet regarding the Financial Ombudsman Service will also be enclosed within our final response sent out to you. If you want the Financial Ombudsman Service to look into your complaint, you can do so free of charge, but you must contact them within six months of the date of any final response issued.
If you do not refer your complaint in time, the Financial Ombudsman will not have our permission to consider your complaint and so will only be able to do so in limited circumstances; for example, if the Ombudsman believes the delay was as a result of exceptional circumstances.