Complaints Proceedure

We take care to maintain high standards of service. Where we become aware of any client concerns or unease we give priority to resolving the matter as quickly as possible and ensure that your concerns are handled fairly and within reasonable timescales.

Upon receipt of a complaint we will do all we can to resolve your concerns within three business days, and confirm this to you in writing. If we can’t do this we will write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.

A senior person at Aaron Tawny, who where possible is independent of the case, will investigate your complaint. You will be given their name and contact details.

When acknowledging your complaint, especially in the case of an oral complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.

After eight weeks, if a final response letter has not already been sent to you, you will receive:

  • A final response letter detailing our conclusions and resolution to the complaint. This letter will also confirm that if you remain dissatisfied with our final response that you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right.

    OR

  • A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response:

    AND

  • Informing you that you may refer your case to the FOS if you are dissatisfied with the delay.

The FOS is an independent organisation that was established to resolve disputes between financial institutions and their clients. Information on the Financial Ombudsman Service can be found at their website: www.financial-ombudsman.org.uk
The address of the FOS is:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
The FOS can be contacted by calling 0800 023 4567 or e-mailing complaint.info@financial-ombudsman.org.uk