COMPLAINTS PROCEDURE

Jackson Partners Ltd will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly. If you think we have let you down, then please tell us why.

What to do if you have a complaint:

Complaints may be made in writing to Customer Service Department at Jackson Partners Ltd, 6-8 Freeman Street, Grimsby, N E Lincolnshire, DN32 7AA, or by email: admin@jacksonpartners.co.uk

How we handle your complaint:

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
• We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
• We will keep you updated via email, writing of the steps we are taking to solve your complaint.
• We will aim to resolve your complaint within four weeks, if we are not able to do so we will always write to you and explain why, and estimate a time for a full response, usually within eight weeks.
• Within eight weeks of receiving a complaint we will send you either:
(a) A final response which adequately addresses the complaint; or
(b) A response which:
(i) Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
(ii) Inform you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

 

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you remain unhappy after receiving a final response

Let us know, in writing, why you remain dissatisfied so that we can investigate further, referring it to senior management if necessary. Hopefully this process will bring the matter to an agreeable conclusion.

If we still cannot reach a resolution:

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the – The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR, Telephone 020 7964 1000. Email complaint.info@financial-ombudsman.org.uk

 

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.