Complaints Handling Policy

FMG take pride in delivering the best possible service. Our people have a passion for delivering service excellence and performing to the highest standards. However, we understand that there may be times when we do not meet your expectations. If this happens, please let us know straight away.

Our Guide to Making a Complaint

We take all complaints seriously and we are committed to the following:

• We will make it easy for you to make your complaint
• We will carry out a detailed investigation
• We will provide you with a detailed written response
• We will check that you are happy with the outcome

How do I Complain?

If you are unhappy with our service then we want to make it easy for you to register your complaint. You can register your complaint in any of the following ways:

Tel: 01484 827238
Email: customerservices@fmg.co.uk
Post: Client Service Delivery Team, FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Huddersfield, HD2 1GZ

What Happens Next?

If we can resolve your complaint to your satisfaction within 3 business days from receiving your complaint, we will send you a written summary of your complaint detailing the agreed outcome. If your complaint cannot be resolved within 3 business days we will send you an acknowledgement letter confirming who’s handling your complaint and what action we are taking.

What if I’m Unhappy with the Outcome?

If we do not complete our investigations within 8 weeks of receiving your complaint or you are unhappy with our response, you may also be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint. If you decide to contact them, you should do so within 6 months of our final response letter.

The Financial Ombudsman Service exists to help resolve complaints when we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.

By telephone:
0800 023 4567

You can also visit their website at www.financial-ombudsman.org.uk where you will find further information.

Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we have had the opportunity to consider and resolve this.