Introduction
You are receiving this information either because you have made a complaint to us or want to find out more about our complaint investigation process.
This document explains how we handle complaints. It reflects our commitment to delivering good customer outcomes in line with the FCA Consumer Duty (PRIN 2A) and our obligations under the FCA complaints rules.
Customer Care Promise
We are committed to acting in good faith towards our clients and delivering good outcomes. We take complaints seriously and treat them as an opportunity to identify any risk of harm, put things right where appropriate and improve our services.
We aim to ensure our complaints process is clear, fair, accessible and not unduly burdensome.
What is a complaint?
The Financial Conduct Authority (FCA) provides a detailed explanation of what constitutes a complaint, but in summary it can be defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination.
How to raise a complaint
You can raise a complaint by telephone, email or in writing. We will accept complaints through any reasonable means and will not place unnecessary barriers in your way.
For more information, the FCA’s website explains what to do if you are unhappy with any financial service or product. You can find this information on the Consumer section of the FCA website at:
http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain
Contact details
If you wish to raise a complaint, please contact us using any of the methods below:
Complaints Officer: Jess Swindells
Telephone: 0191 2170007
Email: [email protected]
Postal address: 16 Brenkley Way, Newcastle upon Tyne, NE13 6DS
Website: tieronecapital.co.uk
If you need this information in an alternative format (e.g. large print, Braille, audio, or a different language), please tell us and we will make reasonable arrangements.
Support if you are in a vulnerable situation
We recognise that some clients may be in circumstances that make it harder to engage with the complaints process (for example due to health issues, life events, financial resilience or communication needs).
If you tell us that you are in a vulnerable situation, or if we identify that you may need additional support, we will take reasonable steps to provide appropriate assistance. This may include allowing extra time, using a preferred communication method, involving a nominated representative (with your authority), or signposting to additional support.
You can let us know at any point if you need extra help. This will not affect how we consider your complaint.
How we investigate complaints
We will investigate complaints promptly, fairly and consistently. As part of this process, we will:
Keeping you informed
We will keep you updated on the progress of your complaint throughout our investigation. As a minimum, we will:
You are welcome to contact us at any time, using the details above, to ask for an update or to share any further information that may help our investigation.
Standard Complaint handling timescales
We operate in line with FCA DISP requirements:
We will acknowledge your complaint promptly (typically within five business days).
Where a complaint has been made orally, we may confirm our understanding in writing and invite you to confirm the accuracy of our summary.
We will issue a final response within 8 weeks of receiving your complaint.
If we cannot provide a final response within 8 weeks, we will write to explain why, indicate when you may receive a response, and inform you of your right to refer the complaint to the Financial Ombudsman Service (FOS).
Quick resolution of straightforward complaints
Where possible, we will try to resolve your complaint quickly. If we are able to resolve it to your satisfaction by the close of the third business day after the day we receive it, we will send you a written "summary resolution communication" rather than a formal final response letter.
A summary resolution communication is a shorter, simpler confirmation that:
Resolving a complaint in this way does not reduce or remove any of your rights, including your right to refer the matter to the FOS.
Financial Ombudsman Service
If you are not satisfied with our final response, you may refer your complaint to the FOS. We will provide the relevant details and explain the next steps in our final response letter. You must normally refer your complaint to the FOS within 6 months of the date of our final response.
Postal address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 (free from UK landlines/mobiles) or 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Data protection complaints (how we handle your personal information)
If your concern relates to how we have handled your personal information (for example, access to your information, accuracy, security, disclosure, retention, or use of your data), you can raise a data protection complaint with us using the contact details above (please mark it “Data Protection Complaint”).
We will acknowledge receipt of a data protection complaint within 30 days and take appropriate steps to respond without undue delay, keeping you informed and telling you the outcome without undue delay.
We treat data protection complaints separately from standard service complaints to ensure they are handled in line with applicable data protection requirements.
If you remain dissatisfied after we have responded, you may raise your concern with the Information Commissioner’s Office (ICO).
Further information is available on the ICO website:
https://ico.org.uk/make-a-complaint/data-protection-complaints/.