Complaints Procedure & Process
T.B.I. Financial Services Ltd strives to put its Customers’ interests first and aims to ensure that good service is received at all times. However, we appreciate that on occasions we do not always get it right.
Our Complaints Procedure below adheres to the relevant DISP Rules published in the Financial Conduct Authority’s Handbook.
Stage 1 – Initial complaint
Complaints will always be investigated in a prompt manner whether oral or in writing.
If your complaint is not resolved by close of business on the third working day following the day the complaint was received, a written acknowledgement will be sent to you.
Stage 2 – Keeping you informed
We aim to resolve your complaint within 4 weeks, however if this is not possible we will keep you updated with our progress.
Stage 3 – Final response
If your complaint has not been resolved within 4 weeks, then in the majority of cases, a final response letter will be sent within 8 weeks of receipt of the complaint. In exceptional circumstances we may not be in a position to make a final response at this time. If this is the case, we will write to you advising you of the reasons for the delay and the expected time frame for the final response.
We are aware that you may not always be satisfied with the final response and in this situation, we will always do our best to respond to any additional concerns you may have. Alternatively, you can refer your complaint to the Financial Ombudsman Service up to 6 months from the date of our final response letter. Their contact details are as follows:
The Financial Ombudsman Service
0800 023 4567