Complaints Procedure
Customer Complaints Procedure
We hope all your dealings with us will be positive experiences. However, sometimes things go wrong and if that happens, we operate a structured Complaints Procedure to ensure that things get back on track as quickly as possible.
This page is a summary of that procedure which is designed to ensure any complaints are dealt with in a professional manner, are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity.
Our commitment to you
As Appointed Representatives of Julian Harris Network we will pass on your complaint as quickly as possible and the network will endeavour to resolve the issues within the following timescales:
Three Business Days. Once your complaint has been received, if they are able to resolve the matter by close of business on the third working day following its receipt, they will do so and advise you in writing with a Summary Resolution Communication. This will set out why they believe the complaint has been resolved and will include details of how to escalate the case if you remain dissatisfied.
Five Business Days. If they are not able to resolve the matter as above, they will write to you within five business days acknowledging your complaint, confirming their understanding of the situation, and providing you with the name of the individual handling the complaint.
Eight Weeks. If they haven’t been able to resolve the case before hand, at eight weeks they will send you either a Final Response letter (please see below) or an explanation why they are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.
Please note: A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, it will be treated as being received on the next business day.
We confirm that the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. The network’s staff are fully trained and operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.
They will ensure the letters sent are clear and explain things properly. If they have not been able to issue a summary resolution communication you will receive:
Final Response Letter. Once the investigation has been completed, the network will issue a Final Response Letter to you. This will detail the complaint, explain the investigation, and confirm the findings. This letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.
In most cases you will have access to the Financial Ombudsman Service which is a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.
If, once the network has issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of the investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.
If you do not refer your complaint in time, the Ombudsman will not have permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Details of how to get in touch with The Financial Ombudsman Service will be issued with the Summary Resolution or Final Response letters along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk
Your commitment to us.
In order to help resolve complaints as quickly and fairly as possible, we ask the following:
Tell us what happened – We need to understand the situation as clearly as possible so we or the network may ask you to provide your side of the story or let us have documents and information which may help the investigation. These can be provided by post, email, verbally or through any other means that you prefer.
Help us find the right solution. It is in everyone’s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us or the network and there will be an assessment of whether this is possible. It may not be able to resolve the case the way you would like but we and the network will try.
Respond to us as soon as you can. Hopefully the network won’t need to come back to you too often but they may need further information or clarity on certain points. If further information is required, we simply ask you to come back to the network as soon as you can so that they can get things resolved quickly. If you can’t come back straight away, that’s fine too, just let them know.
Treat us with respect. Whilst it can be frustrating if something’s gone wrong, our job is to find out what happened and where appropriate, put things right. The staff will do everything they can to help so we ask you give them the time to do their work and treat them with respect.
How to Complain
If you wish to register a complaint, you can do so by contacting the Network’s Complaints Department using the following methods:
By post:
Julian Harris House,
Musgrove,
Ashford,
Kent TN23 7UN
By email: info@julianharris.net
By telephone: 01233 661960 (Mon-Fri 9.00am to 5.00pm)