Complaints Process

We are committed to providing you with exceptional levels of service and customer care however, we do recognise that occasionally things do go wrong.

As part of our commitment to customer service excellence, we take complaints seriously. If at any time you have a complaint about the service provided, please contact:

Sara Kerr
Guy Penn
Coverpoint House
51 St Davids Road South
Lytham St Annes
Lancashire
FY8 1TJ

Email: Sara.Kerr@guypenn.co.uk
Telephone number: 01253 723 456

What we will do
Our complaint investigation will follow all regulatory rules and guidelines, and the minimum standard you should expect from us is as follows:

Early resolution
We will endeavour to resolve your complaint within 3 working days of receipt and subject to your agreement that we have resolved this matter to your satisfaction we will issue you with a summary resolution letter confirming the matter has been closed and the agreed action we have/will be taking to resolve.

Acknowledgment
If we are unable to resolve your complaint by close of business on the third working day we will send you a written acknowledgement within 5 working days after receiving your complaint. This will tell you who is dealing with the matter, their job title and when you may expect their response.

Keeping you informed
No later than 4 weeks from us receiving your complaint we will confirm in writing whether we:
a) accept the complaint, issue our final response letter confirming what steps we will/have taken to resolve the matter, or
b) have been unable so far to resolve the complaint and provide the reason why e.g. that our investigations are ongoing. We will also tell you when you should expect a further response, or
c) reject the complaint and issue our final response letter giving a full explanation of our reasons.

Providing our final response
No later than 8 weeks from receiving your complaint we will either:
a) provide you with our final response letter accepting or rejecting your complaint. If rejecting we will give you a full explanation of our reasons, if accepting we will confirm what steps we will/have taken to resolve the matter, or
b) if matters still remain unresolved, we will provide you with an appropriate update.

The Financial Ombudsman Service

We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

The FOS Consumer Helpline is on 0800 023 4567 and their address is:

Financial Ombudsman Service
Exchange Tower London
E14 9SR

Their website is www.financial-ombudsman.org.uk.

Should you remain dissatisfied with our final decision or more than 8 weeks have passed since receipt of your complaint, you may be an eligible complainant within the rules of the Financial Ombudsman Service (FOS).

The FOS is a free service available to consumers for the impartial resolution of complaints. You may contact the FOS at any stage of your complaint, and they will let you know how they can help you. Following our internal complaints procedure and seeking a review by the FOS does not affect your right to take legal action.