Complaints

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and services possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

— make it easy for you to tell us what went wrong;
— give your complaint the attention it deserves;
— resolve your complaint fairly without delay;
— and make sure you are satisfied with how your complaint was resolved.

How & where to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In-person — call into our office at the address shown overleaf. We are open Monday to Friday from 9:00 am–5.00 pm.

In writing — write to us at the address overleaf and address your letter to Jai Bagga–Director and Complaints Handler.

By telephone — call us on 01 753 866 777 during our office hours and ask for Jai Bagga

By email: hello@windsorfinancialservices.co.uk

How long will it take?

We aim to resolve your complaint straight away but if we can’t then we will write to you within three business days to tell you:

— why we have not resolved your complaint;
— who is dealing with your complaint;
— and when we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on  01 753 866 777 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you

If we can’t agree a solution with you within eight weeks, we will:

— Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

— Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Windsor Financial Services is authorized and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference 795862. The FCA does not regulate all products we offer. Your home may be repossessed if you do not keep up repayments on your mortgage or loans secured on it.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange TowerLondon,
E14 9SROR

You can telephone on: 0800 023 4567

Or email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk