Complaints Procedure & Financial Ombudsman Service

OUR COMPLAINTS PROCEDURE

There may be occasions when you feel we do not meet our usual service standards.

If you have any concern about any aspect of our service, please in the first instance contact our Complaints & Compliance Manager Andrew Farnworth on 01253 598952 or email andy@rowlands-hames.co.uk.

When dealing with your complaint, we will follow our complaint handling procedures; a summary of these procedures is available on request.

THE FINANCIAL OMBUDSMAN SERVICE (FOS)

If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS).

Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint:

• Consumers (e.g. private individuals)
• Before 1st November 2009 - businesses with a group annual turnover of under £1 million
• From 1st November 2009 - businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2million
• Charities with an annual income of under £1 million
• Trustees of a trust with a net asset value of under £1 million

For the FOS's contact details, please contact us.