​Financial Services Complaints Procedure

We are committed to providing high-quality services to all our Clients and treating fairly both our Clients and the Customers of our Creditor-Clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

Who can complain under this procedure?

Where you have a complaint that relates to:

  • Insurance products that we have advised on or sold as part of a conveyance matter, or
  • A debt recovery matter (without legal proceedings) and you are either our Client or the Customer of the Creditor-Client.

    If your complaint relates to any other aspect of a conveyancing matter, a debt recovery matter where legal proceedings have been issued or any of our other legal services, please see our Legal Services Complaints Procedure.

    This Procedure is designed to be in line with the Financial Conduct Authority guidelines. As such, for a complaint to be eligible it must be made by, or on behalf of:

  • an individual,
  • a micro enterprise with fewer than 10 employees and a turnover or annual balance statement of under 2 million euros, or
  • a charity with an annual income of less than £1 million, or
  • a trustee of a trust which has a net asset value of less than £1 million.

Timeframe

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman Service, details below.

How to raise a complaint

You may raise a complaint by the following methods:

By letter: addressed to the RQC Manager, 52-54 The Green, South Bar Street, Banbury, Oxfordshire, OX16 9AB.

By telephone: either speak with the person who is handling the matter or telephone 01295 204000 and ask to speak with the RQC Manager.

In person: If you are meeting with the person who is handling the matter, or any representative of the Firm, you may raise a complaint with them directly.

By email: you may send a complaint by email to the RQC Manager at reyre@se-law.co.uk.

 

What will happen next?

  1. We will try to resolve your complaint within three working days of receipt and will be in touch to do so. Where we agree a resolution to your complaint within three working days, you will receive a summary of the complaint and the resolution.

     

  2. Where we are unable to resolve your complaint as above:
    • 2.1.We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
    • 2.2.We will investigate your complaint. We may contact you as part of the investigation and ask for further details as required to ensure a fair outcome.
    • 2.3.We will keep you informed on a regular basis during this period.
    • 2.4.We will contact you at the very latest by eight weeks after the receipt of the complaint with our final response. If we are not in a position to be able to give you a final response, we will let you know. We will also advise you of your rights to refer your complaint to the Financial Ombudsman Service.
    • 2.5.If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.

By letter:   The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

By telephone:     0800 023 4567 or 0300 123 9123

By email:  complaint.info@financial-ombudsman.org.uk

Websitehttp://www.financial-ombudsman.org.uk

The Financial Ombudsman Service may only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.