Making a Complaint
The complaint process
When we are notified of a complaint we will record the details and, if we can resolve the matter there and then, we will.
If we haven’t resolved the matter within 3 business day, because the situation require further investigation, we will acknowledge the situation in writing, sending you a copy of this process and explaining the next steps.
If your complaint is resolved within this time frame we will issue you a “summary resolution communication” which will confirm your rights under the Financial Ombudsman Service (FOS)
If the complaint is not resolved within a four week period, our compliance department will write to you confirming this and duly explain the reasons for the delay.
If Impact Specialist Finance, are still unable to resolve your complaint within 8 weeks, we will write to you confirming this. An explanation will be offered, with reasons for the delay, and permission requested to continue investigation.
At this stage we will remind you of your right to refer the complaint to the Financial Ombudsman Service (FOS) with details of how to do this.
As soon as the investigation has been completed you will be written to by our compliance department providing a full explanation of the investigation and setting out their findings and why they have reached their decision.
The findings will either be that you had “cause” or “no cause” to complain.
The Financial Conduct Authority (FCA) states that “a complaint is considered resolved where the complainant has indicated acceptance of a response form the respondent. With neither the response nor acceptance having to be in writing”.
It is our commitment to keep you informed about the progress of the investigation of your complaint. You may request an update at any time.
Contact details are:
In Writing: The Compliance Department, impact specialist finance, 24 Carfax, Horsham, West Sussex RH12 1EB
By Phone: 01403 27 26 25
By Email: firstname.lastname@example.org