IN THE EVENT OF PROBLEMS
We take great pride in the way that we deal with our clients, but accept that sometimes things do not go as well as we would hope. Should this happen we would hope to spot this early on and rectify any issues without any inconvenience to you.
However, should you ever wish to register a formal complaint, please contact Andrew Hounsell in writing at County Financial Limited or by telephone on 01494 675127, explaining what the problem is.
On receipt, your complaint will be acknowledged and you will receive a copy of our complaints handling procedure. The matter will then be investigated in line with that procedure and our findings will be reported to you in writing.
If you cannot reach agreement with us, you may be entitled to refer your complaint to the Financial Ombudsman Service, subject to certain time limits, unless the complainant is a business with turnover over £2 million or at least ten employees, or a charity/trust with income/assets over £1 million.
The Financial Ombudsman Service is an independent service in the UK for settling disputes between businesses providing financial services and their clients. Their web site address is: www.financial-ombudsman.org.uk
Full details of how they can be contacted are shown on their web site, whilst you will also be provided with full details when we send to you our written conclusions from our investigation of your complaint.