How to make a complaint

We know that sometimes things can go wrong and resolving this quickly is our priority.

If you have a complaint about your Adviser or the service you have received, please contact us -

Post: Mr R Winfield, Chartwell Funding Ltd, 5 Badminton Court, Station Road, Yate, BS37 5HZ

Email: [email protected]

Phone: 01454 540500 - We may record and monitor calls.

‍

What we will do

We will be looking to resolve your complaint as quickly as possible and if your complaint cannot be resolved within 24 hours the following process will apply:

We will acknowledge receipt of your complaint in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents.

We then have 56 consecutive days to resolve your complaint, however we aim to resolve things quicker than this.

If we haven’t finalised our response in this timeframe, we will contact you to let you know.

Once we have fully investigated your complaint, we will write to you with our final response and our findings.

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, however you need to request this within 6 months of our final response.

The Financial Ombudsman Service (FOS) will 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.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

- What you’re complaining about happened more than six years ago, and

- You’re complaining more than three years after you realised (or should have realised) that there was a problem.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: http://www.financial-ombudsman.org.uk or alternatively,

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S

Phone: 0800 023 4567

Email: [email protected]