Complaints Procedure

Please read this notice carefully as it sets out details of the complaints procedure which we operate and what you can expect from us if you raise a complaint.

This procedure is designed to resolve complaints quickly and fairly, while also helping us continue to improve the quality of our service. We value all feedback you provide as even a small concern may highlight ways in which we can make meaningful improvements for all our clients.

You can contact us by:

• writing to:
• e-mail: info@mis-soldexpert.co.uk
• phone:
• or in any other form in respect of the service that we have provided.

Process

1. Acknowledgement:

We will send you a written or electronic acknowledgement within five business days of receipt, identifying the person handling the complaint.

2. Summary Resolution (where appropriate):

We aim to resolve any expression of dissatisfaction as soon as possible. Therefore, where the complaint is resolved to your satisfaction within 3 working days, we will not confirm acknowledgement of the complaint in writing. Instead, you will receive a summary resolution letter, setting out the details of your complaint and how we have agreed with you to resolve this. We will also confirm what to do if you later decide you are unhappy with the agreed resolution.

3. Investigation:

Wherever possible, the person handling your complaint will not have been directly involved in the matter and will have authority to settle the complaint.

Within eight weeks of receiving a complaint, we will send you either:

i. a final response adequately addressing the complaint; or
ii. holding response explaining why we have not been able to conclude our investigation within 8 weeks and your right to refer the complaint to the Claims Management Ombudsman (CMO).

4. Our Decision:

If redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible.

i. Redress may take different forms and will not always involve financial compensation (for example; an apology, correction of records or completing work on your case)
ii. If financial redress is due, payment will be made via BACS transfer or cheque within five working days of your acceptance of the offer.

5. Appeals:

If you are not satisfied with our final response, or if 8 weeks have passed since you raised your complaint and you have not received our final response, you have the right to refer your complaint to the Claims Management Ombudsman Service. You will need to contact them within 6 months of our final response.

The Claims Management Ombudsman is a free, independent body to resolve disputes between consumers and claims management companies.

Their contact details are:

Claims Management Ombudsman
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.cmc.financial-ombudsman.org.uk