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Complaints Policy – Internal Complaints Process
At Fidelity Works we hope that the service we provide will exceed your expectations in all areas; however if things go wrong and you want to complain please see below for how to make your complaint and how we will respond to it.
Write to us at 86 Old Paul Street, London, EC2A 4NE.
What to put in your complaint
We would really like to know details of:
What you are unhappy about
Any information about events leading up to this
What you would like as a solution to your complaint*
As much other information as you think may be relevant
We will of course still investigate your complaint if you do not provide all of these details, however the more information you give the better we can understand what you feel has gone wrong and what we need to do to put things right for you.
*While we do not guarantee that we will be able to resolve the complaint as you would wish, it always helps us to understand what you would like to happen. This is not a requirement of the complaints procedure, but if you do feel able to include this then it can often help us understand what you are looking for and we may be able to put things right much quicker.
What we will do when we get your complaint
We may try to call or email you to discuss the matter with you. It is clearly better if we can resolve a complaint as quickly as possible and in many cases this can be achieved on the call or short email exchange. If we can resolve this to your satisfaction by the end of the 3rd business day following your complaint we will end this process at step 2. If we are unable to do this, then we will move to step 3.
If we are able to offer you a resolution, which you advise is acceptable (whether verbally or in writing), by the end of the 3rd business day following your complaint, then we will issue you with a Summary Resolution Communication (SRC). This document will not necessarily provide details of your complaint or the resolution we have mutually agreed to, but will:
Acknowledge that you have made a complaint to us.
Confirm that we have provided you with a resolution to the complaint.
Confirm that it is our understanding that you have accepted this resolution and that the complaint is now resolved to your satisfaction.
Provide you with details of the Financial Ombudsman Service and give you your rights, should you decided either now or in the future that you are no longer satisfied with the resolution, to refer the matter to them for arbitration. (There are some time limits for this which will be provided in the SRC).
We will write to you within a maximum of 5 business days to acknowledge your complaint. We will tell you who will be investigating it and will include a summary of what we understand the complaint to be. We will ask you to contact us if you feel we have missed something. Please advise us a soon as possible if this is the case.
We will then begin our investigation into your complaint. We may ask for further information from you which you should provide as soon as possible. If your complaint has many parts we may decide to deal with each separately, or combine one or more together. We will then decide whether to uphold or reject each item of your complaint. We will aim to do this within 4 weeks of receiving your complaint, however if this is not possible we will give you an update at the 4 week point.
We will aim to issue a Final Response Letter as soon as our investigation is complete, but no later than 8 weeks from the date your complaint was received. In this we will answer your complaint and inform you of our decision whether to uphold or reject it. If we uphold the complaint we will consider the redress that is most appropriate, sometimes this will be financial, on other occasions it may be an apology.
In some cases, we may be ready to issue our Final Response Letter within the 5 days we give ourselves in Step 3. In these cases we may combine our Acknowledgement Communication and Final Response Letter into 1 document.
When we issue our Final Response Letter we will also tell you how you can refer this to the Financial Ombudsman Service if you remain dissatisfied. We will also send you the Financial Ombudsman Service’s own information leaflet at this time.
If we are still working on your complaint after 8 weeks (which is very rare) we will also write to you again to advise you of this. At this stage, as you will have waited 8 weeks, if you are not prepared to wait any longer you can take your case straight to the Financial Ombudsman Service. We will advise you how to do this and also send the Financial Ombudsman Service information leaflet at this stage.
The Financial Ombudsman Service is the UK entity that provides a resolution service for complaints between us and our customers when we are unable to reach a mutually agreeable resolution ourselves. We are legally obliged to give you details of the Financial Ombudsman Service who you can ask to resolve such disputes where you are not satisfied with our own resolution. You will however only have 6 months from the date we issue our final response letter to make this complaint, otherwise if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. We will provide full details of this within our final response. The web address and contact details for the Financial Ombudsman Service is provided below.
At Fidelity Works Ltd we are committed to the highest standard of customer services. If we have done something wrong we want to know about it and have the chance to put it right.
If you are unhappy with any part of our service, but do not feel strongly enough to make a complaint please call our customer services team and they will be pleased to discuss this with you.
Financial Ombudsman Service Contact Details
We will give you full details of the Financial Ombudsman Service when we send our final response to you, but they can be contacted at any time:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0300 123 9 123 or 0800 023 4 567
By email: firstname.lastname@example.org
By text: 07860 027 586 (The Financial Ombudsman Service will call you back)
Please be advised that you cannot refer your complaint to the Financial Ombudsman Service until you have given us the chance to investigate it ourselves.
European Online Dispute Resolution Platform
From the 15th February 2016 you also have the ability to submit your dispute online via a new European Online Dispute Resolution (ODR) platform. This can be done by following this link ec.europa.eu/consumers/odr/
If you choose this method for submitting your complaint the time limits for investigating it under the FCA regulations will only start when we have received notification of your complaint.