Complaints Policy

Lund & Williams Limited

FCA Definitions

Definition of a Complaint – “Any oral or written expression of dissatisfaction, whether justified or not, from,or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience”

Definition of an Eligible Complainant – “An eligible complainant is a person who would be eligible to refer a Complaint to the Financial Ombudsman Service”

The Definition of an Eligible Complainant is:

  • a consumer; or
  • a micro enterprise which is a business which employs less than 10 people and has a turnover or annual balance sheet of less than £2 million; or
  • a charity with an annual turnover of less than £6.5m; or
  • a trustee of a trust with a net asset value of less than £5m
  • A small business that has an annual turnover of less than £6.5 million; and
    • employs fewer than 50 persons; or
    • has a balance sheet total of less than £5 million
  • A guarantor (an individual who has given a guarantee or security in respect of an obligation or
    liability of a person which was a micro-enterprise or small business as at the date that the guarantee
    or security was given)

Complaints Procedure

All Complaints should be acknowledged as soon as they are received.

An initial investigation must then take place. This initial investigation should include dialogue with the complainant and information gathering to include the following:

  • Customer, Policy & Risk Details
  • Whether Customer is an Eligible Complainant
  • Nature & Basis of the Complaint

The Complaints face-sheet is to be completed in all cases and at each relevant stage until the complaint is resolved. Along with this, all electronic records concerning correspondence (in any format, whether in writing, email, telephone or in person) should be kept up to date throughout the duration of the Complaint.

A completed Complaints Face Sheet together with all relevant correspondence will be forwarded to Katherine Holme.

In the absence of Katherine Holme for any reason, Complaints notifications should be passed to Richard Lund. The full details of this report must be included in our Management Information reporting, which is analysed by Richard Lund who will then ensure that appropriate root-cause analysis is conducted on the Complaint.

We must aim to resolve all Complaints by the close of business on the third business day after receipt.

For Complaints that are resolved to the satisfaction of the complainant by the close of business on the third business day after receipt we must:

Identify the root cause of the Complaint

  • Record how the Complaint was resolved, including any remedial action or redress paid
  • Complete the Complaints Log
  • Issue a Summary Resolution Communication letter which:
    • Refers to the fact that a Customer has made a Complaint and informs them that the firm
      now considers this resolved
    • Tells the Customer that if they subsequently decide that they are dissatisfied with the
      resolution of the Complaint they may be able to refer the Complaint to the Financial
      Ombudsman Service (FOS)
    • Includes details of the FOS website

If we unable to satisfy a Complaint in this period, the Complaint will be escalated to Geoff Williams.

For Complaints that are not resolved to the satisfaction of the complainant by the close of business on the third business day after receipt we must:

  • Issue a Prompt Written Acknowledgement letter, which:
    • Outlines the understanding of the Complaint
    • Asks the Customer to confirm if correct or not
    • Confirms that the firm is investigating further and who the Complaint Handler is and their
      contact details
  • Investigate the Complaint further, and if necessary notify PI Insurers, then
  • Issue a Final Response letter, which:
    • Explains the investigation
    • Includes a Final Response which either:
  • Accepts the Complaint and where appropriate, offers redress or remedial action
  • Offers redress or remedial action without accepting the Complaint
  • Rejects the Complaint and gives reasons for doing so
    • Explains the reason for the decision
    • Includes the FOS leaflet “Your Complaint & the Ombudsman”
  • Identify the root cause of the Complaint
  • Record how the Complaint was resolved, including any remedial action or redress paid
  • Complete the Complaints Log

Reporting our Complaints to the FCA

We are required to report twice a year the number of Complaints received in respect of their category and each generic product. This information is collected from the Complaints Log and the Complaints Face Sheets that are completed for each reportable Complaint received. For this reason, it is important that these are filled in accurately and that the results are reported to the correct person.

External Complaints Procedure

Lund & Williams Limited Complaints Procedure

Lund & Williams Limited will do its best to provide you with a high level of service and Customer care every time.

However, sometimes things can go wrong and we may fail to meet your expectations. Our internal
Complaints procedures allow us to deal with Complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.

What you need to do if you have a Complaint

You should raise your Complaint with us by telephone, email, letter, and fax or in person to:

Katherine Holme
Suite A

Briar Rhydding House

Otley Road

Baildon

BD17 7JW

08448 223 623

kh@lundandwilliams.co.uk

How we will handle your Complaint

We will:
• Endeavour to resolve your Complaint as quickly as possible
• Acknowledge your Complaint promptly and in writing
• Advise you of the person dealing with your Complaint and how you can contact them
• Provide a final response to your Complaint within 8 weeks of receipt

If we cannot reach a resolution

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 you must do so within six months.

If you do not refer your complaint in time, the Ombudsman will not have our 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.

Contact details are as follows
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Email: Complaint.info@financial-ombudsman.org.uk

Further information is available on the Financial Ombudsman Service website  www.financialombudsman.org.uk