Making a complaint
Complaints Manager contact details
Name: Sam Nixon
Address: Jonas Sports, Unit 5 Cabourn House, Station Street, Bingham, Nottingham, NG13 8AQ
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
We will be the first contact if you have any complaints. However, you can also refer your complaints to the Financial Ombudsman Service if:
Adviser or Provider
Clients often express dissatisfaction to their reseller about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.
The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
The Financial Conduct Authority complaints rules apply to complaints:
This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:
A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken.
Closing a complaint
Where the firm has sent a final response; or where you have indicated in writing acceptance of the firm’s earlier response to confirm that you are satisfied with the findings of the investigations and any resolution.
We will consider the complaint closed once we have issued to you our final response letter.
Financial Ombudsman Service
If our final response is not acceptable to you then you may be able to refer this matter to the Financial Ombudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part of our response to your complaint, or at any other time if you ask us to do so.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.
We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Monday to Friday – 08:00 to 20:00 and Saturday – 09:00 to 13:00
Contacting the FOS by Telephone
0800 023 4567 – Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone