Complaints
INTRODUCTION
We aim to provide our clients with excellent client service but we recognise that sometimes clients might feel disappointed. If you are unhappy with our service or think there is a problem, please let us know immediately by either writing to us via email or letter, or calling us on 020 7947 0219:
The EB Partnership London Limited
Apsley House
176 Upper Richmond Road
London
SW15 2SH
Email: enquiries@theebpartnership.co.uk
We will aim to resolve complaints as quickly as we can, whilst complying with the Financial Conduct Authority’s complaints procedures. Some complaints require detailed investigation and/or a dialogue with third parties and take some time to resolve.
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.
HOW WILL WE HANDLE YOUR COMPLAINT?
We have two levels of complaint:
Complaints we can resolve informally within three business days.
Complaints we cannot resolve within three business days. We aim to resolve any complaint as soon as possible and, in any event, within eight weeks of notification.
On receipt of a complaint, a designated officer will take responsibility for handling the complaint. This person will contact you to acknowledge the complaint and to confirm their understanding of your complaint, as well as providing you with an outline of our procedures.
We will then investigate your complaint based on the information you have provided us. We will contact you if we have any further questions and also to keep you updated with our progress.
Complaints that can be resolved within three business days
If we are able to resolve the complaint within three business days of receiving it and you have indicated that you accept our response, we will provide you with a resolution communication, confirming the matter has been considered to be resolved and informing you or your right to refer the matter to the Financial Ombudsman Service if you remain unhappy with the outcome.
Complaints that cannot be resolved within three business days
Where we are unable to resolve the complaint within three business days, we will send a written acknowledgement of your complaint within five business days of its receipt, giving the name and job title of the individual handling the complaint, along with a copy of the Complaints Procedure.
If we are able to provide a final response within five business days of receipt of a complaint, we will combine the acknowledgement with the final response.
If your complaint is regarding a matter we believe is either wholly or partly the responsibility of a third party e.g., a product or service provider, we will forward the complaint, in writing, to the third party within five working days. At the same time, we will issue you with a final response, explaining why the complaint has been forwarded, together with contact details for the provider concerned. If we feel that the other firm is jointly responsible, we will inform you of the referral, provide the relevant contact details, and continue our investigation of the part of your complaint that comes under our remit.
Final Response
Immediately on completion of the investigation, the person handling the claim will send you a final response, which will explain the outcome of our investigation, details of any proposal to help put things right and / or offer of settlement and your rights regarding referring the matter to the Financial Ombudsman Service.
We will also send you a final response letter eight weeks after the complaint was first received, even if we have not yet been able to resolve it, as per the FCA requirements.
THE FINANCIAL OMBUDSMAN SERVICE
If we have not issued our final response letter within eight weeks of receipt of the complaint, or if you are dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but this should be done within six months of the date of our final response letter.
The Financial Ombudsman Service requires you to allow us to investigate your complaint first, prior to referring it to them. You are required to explain to us what has happened and why you are complaining to give us a chance to resolve your complaint before they can get involved.
How to contact the Financial Ombudsman Service
The Financial Ombudsman have an online form that you can use at:
www.financial-ombudsman.org.uk
This includes a few simple questions to check you are ready to send your complaint to them and they can get involved.
Alternatively, they can be contacted at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)