We aim to handle complaints fairly, consistently and promptly to ensure you receive the best possible service from us.
At Wilson Tarquin we will always use our best endeavours to provide the highest possible level of service to you. However we also acknowledge that sometimes things can go wrong in spite of this. We will always try our best to put things right to your satisfaction if you have grounds to complain to us.
You can get in touch with us in a number of ways. Depending on which method is the most convenient for you to use you can;
- Email us at firstname.lastname@example.org;
- Telephone us on 0161-751-7045 (standard network charges apply); or
- Write to us at Wilson Tarquin Limited, 1st Floor, Magnetic House,Waterfront Quay, Salford Quays, Trafford Road, Manchester, M50 3XW
In order for us to be able to identify you to look into your complaint we will need you to provide the following;
- Your name and address;
- The way in which you would prefer for us to respond to you – ie by post, by email or by telephone (providing your contact number if applicable);
- Details of what your complaint is about; and
- An indication of what you would like us to do to resolve your complaint.
We will always try to resolve your complaint within 5 working days of the date on which we received it.
However if we feel that it will take a little longer for us to resolve your complaint then we will contact you to let you know. When we do so we will provide you with an update and our best estimate of the length of time which it will take to provide you with what is known as a “Final Response”.
If we need any further information in order to be able to investigate your complaint during this period then we will get in touch with you via your preferred means of contact if necessary.
Our regulator is the Financial Conduct Authority (the FCA). Under the FCA’s rules we are required to provide you with a Final Response, detailing the outcome of our investigation of your complaint and any steps which we intend to take as a result, within 8 weeks (56 days) of the day on which we first received your complaint.
If you are not satisfied with our Final Response then you are entitled to refer your complaint to the Financial Ombudsman Service (FOS), which is a free service. You will also be entitled to refer the matter to FOS if we are not able to provide a Final Response within the 8 week period. If we are not able to adhere to the 8 week deadline then we will contact you to update you and to remind you of your right to refer your complaint to FOS at this point.
You can find further details regarding FOS online at www.financial-ombudsman.org.uk.
You can also call FOS on 0800-023-4567, email them at email@example.com or write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.