Our aim is to provide a high level of service to all our clients all of the time. We value all feedback and use it to enhance our products and services. We appreciate that from time to time, things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.
If you are dissatisfied with our service and wish to make a complaint you should contact our client services team on +44 (0)203 637 9705, or email firstname.lastname@example.org. Your complaint will be handled by someone who was not directly involved in the events about which you are complaining.
Our aim is to resolve complaints efficiently, fairly and promptly. Where we are able to resolve your complaint by close of business on the third business day following receipt we will provide you with a Summary Resolution Communication. This will inform you of how we consider your complaint to have been resolved and that if you are subsequently dissatisfied with the resolution you may be able to refer your complaint to the Financial Ombudsman Service. You would usually need to make a referral to the Financial Ombudsman Service within six months.
Alternatively, we will acknowledge receipt of your complaint promptly by e-mail. We will aim to provide a final response to your complaint at the earliest opportunity but within 8 weeks of receiving it at the latest. Our final response will set out our understanding and assessment of your complaint; the outcome and supporting reasons; and details of any proposed remedial actions or redress. We will also inform you that if you remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service and that you have six months to do so. In doing so, we will provide you with a copy of the Financial Ombudsman Service standard explanatory leaflet and their website address.
If we are unable to resolve your complaint within 8 weeks of receiving it, we will contact you to explain why, when we expect to be able to provide a final response and that you may be able to refer your complaint to the Financial Ombudsman Service. In doing so, we will provide you with a copy of the Financial Ombudsman Service standard explanatory leaflet and their website address.
All complaints will be investigated thoroughly taking into the nature of your complaint; the information contained in our records; the evidence you have provided; and relevant guidance from our regulator, the Financial Conduct Authority, and from the Financial Ombudsman Service.
Financial Ombudsman Service (FOS)
If you remain dissatisfied following our final response to your complaint, you subsequently decide that you are dissatisfied with the resolution of the complaint following our Summary Resolution Communication or if we have been unable to provide a final response to your complaint within 8 weeks of receiving it, you may, subject to eligibility, be able to refer your complaint to FOS. FOS acts as an impartial adjudicator in the resolution of disputes between consumers and financial services businesses and is free of charge. You are likely to be eligible to refer your complaint to FOS if we have categorised you as a retail client or if you are acting for purposes outside your trade, business or profession. However, eligibility is determined by FOS.
Any referral to FOS should be made within six months of our final response letter to you. FOS will not consider a complaint until we have had the opportunity to review and respond to your complaint in line with the process set out previously.
The contact details for FOS are as follows:
Financial Ombudsman Service
London E14 9SR
The FOS explanatory leaflet is available at the following link:
TigerWit Limited, 7th Floor, Augustine House, 6a Austin Friars, London, EC2N 2HA, UK.
Company number: 09479466. Registered in England and Wales.
VAT registered number: 269995518. Authorised and regulated by the Financial Conduct Authority register number 679941