We take care to maintain high standards of service. Where we become aware of a client concerns or unease we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.
In the event you are dissatisfied with the service you have received from Crowe Financial Planning UK Limited, we would ask that you direct your concerns to:
Complaint contact: Stephen Bullock, Crowe Financial Planning UK Ltd, 55 Ludgate Hill, London, EC4M 7JW.
Upon receipt of a complaint we will do all we can to resolve your concerns within three business days, and confirm this to you in writing. If we can’t do this we will write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.
You will be given the name and contact details of the person investigating your complaint.
When acknowledging your complaint, especially in the case of an oral complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.
After eight weeks, if a final response letter has not already been sent to you, you will receive;
In the event that we are still not in a position to make a final response, we will:
Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will however, pursue information on a regular basis.
In the event that we receive a complaint that is not about Crowe Financial Planning UK Limited, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:
Your complaint will then be handled by the relevant firm in line with their complaint procedures.
A complaint is resolved where, as the client you have indicated acceptance of a response from Crowe Financial Planning UK Limited. In the event we are offering either a gesture of goodwill or a redress payment, this will be in the form of a signed settlement offer document that would be included within our final response letter.