Tier One Capital FM Limited is committed to a high level of customer support and service. We take very seriously any complaints levied against the firm or our team members. We aim to treat clients fairly in all ways. We have therefore produced this guide to help you to understand the complaint investigation process.
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.
Firstly, you should contact us about your complaint.
We will investigate your complaint in accordance with the timescales below. If we are unable to resolve your complaint to your satisfaction, you may take your case to court.
Following the receipt of a complaint, whether oral or written, we will issue you with an acknowledgment letter promptly and advise you that we are dealing with your complaint
Where a complaint has been made orally, we will ensure that the letter of acknowledgement states our understanding of the complaint and invites you to confirm in writing the accuracy of our statement.
We will investigate the complaint and let you know if the investigation is likely to extend beyond 8 weeks. If we are unable to provide a final response letter within 8 weeks we will write to you explaining why and indicate when you may receive a response.
We will send you a final response letter once the investigation is complete. This will include details of whether the complaint has been upheld, any offer of redress or remedial action.
Who will deal with your complaint?
Jess Swindells - 0191 222 0099 – jess@tieronecapital.co.uk