The policies and procedures outlined in this document apply to the FCA authorised activities of Veriwise Ltd. and it is the responsibility of all members of staff to be familiar with its requirements.
The regulator states:
‘A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of our firm or any other firm with whom we have some connection in marketing or providing financial services or products which comes under the jurisdiction of the Financial Ombudsman Service.’
4.1
Complaints from customers should be treated seriously and the process should be followed. Complaints can help us identify areas in the business that would aid the levels of service and provide the firm with vital management Information in relation to a number of business area’s and not least Treating Customers Fairly.
4.2
All staff (Advisors, Administrators, and Clerical) must be able to recognise what
constitutes a regulatory complaint and how to deal with it. The complaint may be any expression of dissatisfaction (whether justified or not) on any matter relating to the firm’s business, made face to face, electronically, or in writing.
4.3
Complaints Manager will be:
4.3.1 Senior member of staff or management with a governing function within the firm;
4.3.2 competent to deal with complaints;
4.3.3 independent of the complaint subject (wherever appropriate);
4.3.4 have authority to settle complaints or have access to someone with this authority;
4.3.5 remind all staff on an annual basis of the firm’s complaints handling procedures and their duties in the event that they receive a complaint from a customer;
5.1
Initial training
During the induction process new staff will be trained on the details of this policy and its requirements.
5.2
On-going training
On-going training needs might be identified during an agent’s probationary period or during their monthly call reviews and audits.
Veriwise Ltd takes very seriously its responsibilities to its customers. However, should you feel that we have not treated you properly/fairly or have failed in any way to provide you with the service(s) you expected, then you can make a complaint to us.
A complaint is any expression of dissatisfaction. This can be done via the on-line portal, or by telephone, email or letter.
o we will acknowledge your complaint within 3 working days;
o we will send you our final response letter within 8 weeks of the date of your complaint, and
o we must tell you what to do if you are not happy with our final response.
o If you have not received a final response within 8 weeks of the date you made your complaint, you can make a complaint to the Financial Ombudsman Service. Please see details below.
o If you have received our final response and are not happy with this you can also complain to the Financial Ombudsman Service.
All complaints to the Financial Ombudsman Service must be made within 6 months of the date on your final response letter, or 6 months from the date the 8-week period expired from your original complaint if you have not received a final response.
o For Housing Disrepair Claim complaints, you can visit:
https://cmc.financial-ombudsman.org.uk/ to start your complaint online.
o For other financial services complaints you can visit:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain
o By telephone on: 0800 023 4567 (their phone lines are open 8am – 5pm on Monday to Friday).
o Send an email to: complaint.info@financial-ombudsman.org.uk
o Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
An easy read guide to how to complain to the Financial Ombudsman Service can be found at:
https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf
System generated letter/email:
<Veriwise company address>
complaints@veriwise.co.uk
<date>
Acknowledgement of a complaint
<client contact details>
Dear <client name>
We are sorry to hear that you are not happy with our service with regards to <free type box>.
At Veriwise we take very seriously all complaints and hope to resolve this with you as soon as possible. At the very latest we will send you our final response letter by <8 weeks from date above>.
o If you have not received a final response within 8 weeks of the date you made your complaint, you can make a complaint to the Financial Ombudsman Service. Please see details below.
o If you have received our final response and are not happy with this you can also complain to the Financial Ombudsman Service.
All complaints to the Financial Ombudsman Service must be made within 6 months of the date on your final response letter, or 6 months from the date the 8-week period expired from your original complaint if you have not received a final response.
o For Housing Disrepair Claim complaints, you can visit:
https://cmc.financial-ombudsman.org.uk/ to start your complaint online.
o For other financial services complaints you can visit:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain
o By telephone on: 0800 023 4567 (their phone lines are open 8am – 5pm on Monday to Friday).
o Send an email to: complaint.info@financial-ombudsman.org.uk
o Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
An easy read guide to how to complain to the Financial Ombudsman Service can be found at:
https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf
Please see attached leaflet from the FOS.
Yours sincerely
<<signature>>
<name complaints handler>
System generated letter/email:
<Veriwise company address>
complaints@veriwise.co.uk
<date>
Our Final Response to Your Complaint of <complaint date>
<client contact details>
Dear <client name>
After careful consideration of your complaint we have decided that:
<<2 options>>
<option 1 – complaint upheld>
<free type box> [details of complaint].
<free type box – resolution> [how we will resolve the complaint, compensation offered, actions taken etc].
Once again, we apologise for any inconvenience you have suffered as a result of having to make a complaint and hope that we have resolved this matter to your satisfaction.
<option 2 – complaint rejected>
Unfortunately, our investigation into your complaint has concluded that <free type box> [set out the reasons for rejecting the complaint]
However, if you are unhappy with this final response you have the right to complain to the Financial Ombudsman Service.
All complaints to the Financial Ombudsman Service must be made within 6 months of the date on your final response letter.
o For Housing Disrepair Claim complaints, you can visit:
https://cmc.financial-ombudsman.org.uk/ to start your complaint online.
o For other financial services complaints you can visit:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain
o By telephone on: 0800 023 4567 (their phone lines are open 8am – 5pm on Monday to Friday).
o Send an email to: complaint.info@financial-ombudsman.org.uk
o Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
An easy read guide to how to complain to the Financial Ombudsman Service can be found at:
https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf
Yours sincerely
<<signature>>
<name complaints handler>