Complaint handling procedures

Crowe Financial Planning UK Ltd

Who do I need to contact?

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.

How will my complaint be handled and how long will it take to resolve?

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.

What happens if my complaint has not been resolved within eight weeks?

After eight weeks, if a final response letter has not already been sent to you, you will receive;

  • A final response letter detailing our conclusions and resolution to the complaint.
  • This letter will also confirm that if you remain dissatisfied with our final response that you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right.
  • A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.
    The Financial Ombudsman Service is available to sort out individual complaints that clients and financial services businesses aren't able to resolve themselves. To contact the Financial Ombudsman Service please visit www.financial-ombudsman.org.uk.

  • For reference the contact details for FOS are: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, Isle of Dogs, London, E14 9GE

In the event that we are still not in a position to make a final response, we will:

  • Write to you giving the reasons for the further delay and indicating when we expect to be able to provide a final response.
  • Informing you that you may refer your case to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.

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.

Complaints that relate to third party firms or providers?

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:

  • Write to the firm concerned, explaining that we believe the complaint to be theirs, and suggesting that they contact you, the client, directly.
  • Enclose a copy of your complaint letter.
  • Write to you, the client, giving contact details of the firm, and invite you to get in touch with them. We will also enclose a copy of the letter we send to the relevant firm.
  • Copy the relevant firm in on this letter as well.

Your complaint will then be handled by the relevant firm in line with their complaint procedures.

When will we deem the complaint to be resolved?

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.