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Complaints procedure

Complaints Manager contact details

Name: Stephen Ruck
Telephone: 01283568021
Address: Anglesey House, Anglesey Road, Burton on Trent DE143NT
E-mail: steve@eigervl.co.uk

Our Procedures

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity.

We will also

  • Acknowledge the complaint in writing promptly
  • Give details in our acknowledgement letter of the Financial Ombudsman Service
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let youhave our final response as soon as possible and not later than eight weeks.

Adviser or Provider

Clients often express dissatisfaction to their adviser about the product provider. We will need to establishwhether or not your complaint relates to the advice given, the adviser service or the service orperformance of the product provider. If unclear, this must not delay investigation and we will proceed withour own investigation. The complaints manager will review this matter and take the complaint to theprovider if appropriate in consultation with you.

Investigation

The complaints manager will establish the nature and scope of your complaint having due regards to theFinancial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally definedand have additional rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant;
  • Relating to regulated activity;
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, materialdistress or material inconvenience;

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clearmethod of calculation will be shown.

We must include details of the Financial Ombudsman Service in the final response if dealing with an eligiblecomplainant and a regulated activity, we will:

  • Explain that the complainant must refer the matter to the ombudsman within six months of thedate of this letter or the right to use this service is lost
  • Indicate whether or not we consent to waive the relevant time limits.

Complaints Settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded andcommunicated differently.

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptlysend you a ‘Summary Resolution Communication’, being a written communication from us which:

(1) refers to the fact that you have made a complaint and informs you that we now consider thecomplaint to have been resolved to your satisfaction;

(2) We will tell you that if you subsequently decide that you are dissatisfied with the resolution of thecomplaint you may be able to refer the complaint back to us for further consideration oralternatively refer the complaint to the Financial Ombudsman Service;

(3) Indicates whether or not the we consent to waive the relevant time limits, (where we havediscretion in such matters)

(4) Provide the website address of the Financial Ombudsman Service; and

(5) Refer to the availability of further information on the website of the Financial Ombudsman Service.

 In addition to sending you a Summary Resolution Communication, we may also use other methods tocommunicate the information where:

(1) We consider that doing so may better meet your needs; or

(2) We have already been using another method to communicate about the complaint.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not preventyou from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

In the first instance unresolved disputes may be referred to the BVRLA who are approved by Governmentas a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes Regulations2015.

E-mail: complaint@bvrla.co.uk

You may be entitled to refer a complaint against us to the Financial Ombudsman Service if you are notsatisfied. The contact details are as follows:

The Financial Ombudsman Service, Exchange Tower, LondonE14 9SR

Websitehttp://www.financial-ombudsman.org.uk/

E-mail: complaint.info@financial-ombudsman.org.uk

Tel: 0800 023 4 567

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to bebound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied bythe Ombudsman.

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