COMPLAINTS PROCEDURE
THE STEPS WE TAKE TO HANDLE COMPLAINTS
Our Commitment to You
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible.
This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a Complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight
away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels:
In Writing: KBW, The Engine House, No 1 Foundry Square, Leeds, LS11 5DL, 0113 2971200
Telephone: 0113 2971200
Email: clerks@kbwchambers.com
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
By Day 7
We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint.
By Day 28
Your complaint will have hopefully been investigated and a full response provided to you at this stage.
However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish
if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123.
If you have any queries about our complaints process, please contact:
KBW, The Engine House, No 1 Foundry Square, Leeds, LS11 5DL, 0113 2971200
Telephone: 0113 2971200
STATUS DISCLOSURE
Financing your purchase – Frequently Asked Questions
Who Are We?
KBW. Company registration number. Our registered address is KBW, The Engine House, No 1 Foundry Square, Leeds, LS11 5DL, 0113 2971200
What can we do to help finance your purchase?
We are authorised and regulated by the Financial Conduct Authority for credit brokerage.Our FCA number is685851.
We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase.We are only able to offer finance products from these providers who may offer us an incentive to do so.We will not charge you any fee for our services.
Can we give you independent financial advice?
No, we are not independent financial advisers and are unable to give you independent financial advice.
What can you do if you wish to complain about our services?
If you wish to make a complaint, please contact us in the first instance by writing to us at Customer Services Department, KBW. Company registration number. Our registered address is KBW, The Engine House, No 1 Foundry Square, Leeds, LS11 5DL, Tel: 0113 2971200
You have the right to refer any unresolved complaint to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
Web: www.financial-ombudsman.org.uk Telephone: 020 7964 1000
Fax: 020 7964 1001 Email: complaint.info@financial-ombudsman.org.uk