Our main objective is to ensure that we are fair and reasonable when dealing with our customers and that they are at the centre of everything that we do, however, we appreciate that sometimes mistakes happen.
If you are dissatisfied in any way during your dealings with us, you should let us know as soon as practicable. Making us aware will help us resolve your matter specifically and if necessary, make more general improvements to our processes.
You can simply call us on 07770881695 or send us an email to firstname.lastname@example.org or write us at Cotswold Broking Services, Rose Cottage, Painswick, Gloucestershire GL6 6YA
If we are unable to resolve the issue to your satisfaction within 3 days, we will formally investigate the matter. You will receive an acknowledgment of the matter together with a copy of our complaints process. We will then aim to provide a resolution as quickly as possible, informing you of the position at no later than 8 weeks.
If you are dissatisfied at any time, during this process, you can refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.
The FOS Consumer Helpline is on 0800 023 4567 (free for calls from a “fixed line” for example, a landline at home) or 0300 123 9123 (free for mobile-phone users paying the monthly charge for calls to No’s starting 01 or 02).
Alternatively, you can contact them at Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Or visit their website www.financial-ombudsman.org.uk