Complaints

Introduction

At Burghley Financial Services Limited (“we”, “us”, “our”), we are committed to delivering the highest standards of service to our clients. However, we understand that there may be instances when our clients feel that our services do not meet their expectations. This Complaints Policy outlines our commitment to resolving complaints efficiently, comprehensively, and fairly.

Purpose

The purpose of this policy is to ensure that any complaint is handled in a systematic, thorough, and impartial manner. We aim to learn from your feedback and continually improve our services.

Scope

This policy applies to any complaint made by a client or potential client regarding our services, staff, or business practices.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, regarding our services that has not been resolved to the satisfaction of the complainant.

Complaints Procedure

1. Informal Resolution

We encourage clients to raise concerns informally with us, in order that we can resolve the matter as quickly and efficiently as possible. Often, issues can be resolved through informal discussions. If you are not comfortable discussing the issue directly, please proceed to Step 2.

2. Formal Complaint

If the issue remains unresolved, or you prefer to make a formal complaint, please follow these steps:

  • Submission: Your formal complaint must be submitted in writing, via email or post, to our Complaints Department. Contact details are below. Please include as much detail as possible, including:

    • Your name and contact information

    • Details of the complaint

    • Any relevant documentation or evidence

    • The outcome you wish to achieve

    • Acknowledgement: Upon receipt of your complaint, we will acknowledge it within five working days, confirming that we are investigating your concerns.

  • Investigation: A thorough investigation will be conducted. This may involve reviewing relevant documentation, interviewing staff members, and examining company policies. We aim to resolve complaints as swiftly as possible, typically within 28 days.

  • Response: Following the investigation, we will provide you with a written response outlining our findings and the outcome of the investigation. If we require additional time to conclude our inquiries, we will inform you of this and the reasons for the delay.

Address: Burghley Financial Services Limited, 33 Burghley Street, Bourne, England, PE10 9NS
Email: director@burghleyfs.com

Step 3: Escalation

Should you remain dissatisfied with our response, you have the right to escalate your complaint to an external authority.

For financial services, you can contact the Financial Ombudsman Service (FOS), which provides an independent review of disputes. Their contact details are as follows:

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

You may also wish to consult their website for further information regarding the complaints process and the services they provide.

Please note that you must first give us the opportunity to resolve the complaint before approaching the Ombudsman.

Confidentiality

All complaints will be handled with the utmost confidentiality and respect for your privacy. Information regarding your complaint will only be shared with those directly involved in the investigation or resolution process.

Monitoring and Review

At Burghley Financial Services, any and all complaints received are addressed with the utmost care and diligence. We will keep a record of all complaints received, including the nature of each complaint, the outcome, and any actions taken to resolve it. This information will be reviewed periodically to identify trends and areas for improvement.

Conclusion

We value your feedback and are dedicated to providing a service that meets your needs. Your concerns are important to us, and we will take them seriously. Thank you for bringing any issues to our attention, which allows us to enhance our services continuously.