So what happens if you are dissatisfied with us?
Hopefully, this won't be the case, but should you be
dissatisfied with the advice we have given you or with the service
provided, you should firstly register a formal complaint with us,
either by writing to our Complaints Officer, Suzanne
Tait, at the company address or by telephoning us and speaking
with Suzanne Tait. We will then provide you with details of the
complaint investigation process and investigate your complaint
thoroughly. Finally we will write to you to explain our findings.
Furthermore, individuals and small businesses are protected by the
Financial Ombudsman Service (FOS) and the Financial Services
Compensation Scheme (FSCS).
If you are dissatisfied with the way that we have dealt with
your complaint or with our findings, you may refer the matter to
the FOS, an independent arbitrator. Should you be entitled to
compensation and we are unable to pay the compensation due, you may
be entitled to a payment from the FSCS. Broadly speaking, most
types of investment business are covered up to a maximum limit of
£50,000, while insurance arranging and advising is covered for 90%
of the claim without upper limit. The compensation limits are
complicated so if you are concerned in any way, please ask us for
more information. Alternatively, you can contact the FSCS directly.
Please note that if you are not an individual, you may not have a
right to refer your case to FOS and FSCS. Again, the rules are
complicated and depend on factors such as your turnover, the number
of employees you have and the value of your business.
If in doubt, you should seek more information from us, the
FOS (www.financial-ombudsman.org.uk) or the FSCS (www.fscs.org.uk)