Complaints Policy

As a Financial Services firm authorised with the Financial Conduct Authority (FCA) the regulator has set out its rules in relation to handling clients’ complaints. In order to meet these rules, we have put the following procedures in place. On receipt of your complaint we will record receipt of the complaint and write to acknowledge receipt of your complaint within 5 working days, unless it can be resolved within 3 business days. Within the acknowledgement letter we will provide you with a copy of our complaint procedures. These are also available on request. If your complaint was made verbally, then within our acknowledgement letter we will confirm our understanding of your complaint. Please address any complaints to: complaints@goddardperry.com

If you are not satisfied with our final response, depending on the size of your organisation, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge.

The Ombudsman might not be able to consider your complaint if:

  • what you're complaining about happened more than six years ago, and

  • you're complaining more than three years after you realised (or should have realised) that there was a problem.

We will tell you if we think that your complaint is made outside of these time limits but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

If you do decide to refer your complaint to the Ombudsman you must do so within six months of our final response letter.

If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances

You can contact FOS by:

Web: http://www.financial-ombudsman.org.uk/
Phone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk

Post: The Financial Ombudsman Service
Exchange Tower London
E14 9SR