Complaints Policy
Our commitment to you
At Lawrence Charlton each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.
Many complaints can be resolved informally by discussing your issue with a member of our staff. We encourage you to discuss your concerns with one of our senior member’s of staff in the first instance as many complaints can be resolved speedily to everyone’s satisfaction when raised in such a way. If after discussing any concerns, you remain dissatisfied then you can make a formal complaint by writing to our Complaints Officer at Lawrence Charlton, Fairclough House, Church Street, Adlington, Lancashire PR7 4EX.
Lawrence Charlton Complaints Procedure
1) We will acknowledge your complaint within 5 working days of receipt of your complaint.
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to our Solicitor.
Ultimately if you remain dissatisfied with our final response, you can contact the Financial Services Ombudsman.
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. |
