At Simply Ethical each of our clients is important to us, and we believe you have the right to a fair, swift and courteous service at all times. However, if we are in receipt of your complaint, we will deal with it promptly, effectively and in a positive manner.
If you are unsatisfied with our service, then let us know
If you are unhappy about any aspect of our service, please do inform us and we will do our best to address it. We aim to resolve any issues before a complaint becomes necessary, however if you do still want to complain then our established complaints procedure is intended to ensure that your complaint is dealt with as quickly and effectively as possible. In the event that you have reason to complain, we prefer to talk to our clients straight away in order to resolve matters swiftly and satisfactorily. Therefore, please be sure to include a telephone number.
Making a complaint
All formal complaints should be sent in writing to email@example.com or addressed to the Compliance Officer at:Simply Ethical Financial Services LtdThe Station Masters’ House168 Thornbury RoadIsleworth, MiddlesexTW7 4QEUnited Kingdom
We will aim to resolve your complaint as quickly and effectively as possible in accordance with our internal complaints procedure.
Our complaints handling procedure is as follows:
We are required to deal with complaints within the timeframe outlined below, however we will always strive to resolve the compliant at the earliest.
Within five business days
On receipt, we will acknowledge your complaint, confirm the team who are dealing with your complaint and provide a summary of your complaint.
Within four weeks
We will send you a final response to your complaint, or alternatively send a response explaining why we are not in a position to resolve the complaint and when we will make further contact.
Within eight weeks
Upon resolution of your complaint we will send you a final response letter, which sets out the nature of that resolution and any applicable remedy.
Referring a complaint to the Financial Ombudsman Service
If for any reason you are dissatisfied with our final response, please note that you are entitled to refer your complaint within six months to the Financial Ombudsman Service. A leaflet setting out the procedure for referring a complaint to the Ombudsman is enclosed in the Financial Ombudsman Service leaflet, which will be sent to you with our final response. To contact the Ombudsman, you can write to The Financial Ombudsman Service, Exchange Tower, London E14 9SR, email firstname.lastname@example.org or call 0800 023 4567.