ENNESS LIMITED COMPLAINTS PROCEDURE

 

Background

Enness appreciates any feedback on the service it provides. Our intention is to resolve complaints promptly and amicably, ensuring that our clients are treated fairly at all times.

When a third party is involved, for example a Lender, we will forward all or part of the details that relate to them to deal with and we will handle any elements of the complaint which relate to us. We will then confirm the complaint has been referred and provide the relevant contact details.

Please note, some of the services we provide are not regulated by the Financial Conduct Authority. In these instances, there will not be the right to refer the matter to the Financial Ombudsman Service.  Our complaint response will advise whether the matter is one which falls within the jurisdiction of the Financial Ombudsman Service.

How can a complaint be made?

In writing

The Compliance Department

86 Brook Street

Mayfair

London

W1K 5AY

Over the telephone

Complaints can be made over the telephone to a Broker or Client Services Executive.

By email

Complaints can be directed to a Broker or Client Services Executive. Complaints can also be submitted to compliance@enness.co.uk

How are complaints dealt with?

In the first instance, we will normally try to resolve complaints by the close of business on the third working day after the day the complaint is received.  We will confirm resolution of the complaint in writing shortly afterwards.

What if the complaint cannot be resolved quickly?

In some circumstances it may not be possible to resolve complaints within the three day period if for example, we need to obtain more information to fully address the complaint. In such cases, we will acknowledge the complaint in writing and endeavour to complete the investigation within eight weeks. Once the investigation is complete, we will send our response in writing. We will set out our final decision and explain the reasons for that decision. If the complaint is upheld, we will include what we intend to do to put things right.

What happens if an agreement can’t be reached

If the complaint is not upheld, we will explain the reason(s) why.

If the complaint relates to an activity which is regulated by the Financial Conduct Authority, we will provide details about how the matter can be referred to the Financial Ombudsman Service. This must be done within six months of our final response. If a complaint is referred to the Financial Ombudsman Service after six months, the Ombudsman will not have our permission to review the matter, although it may still do so in exceptional circumstances.

The Financial Ombudsman Service is an independent resolution service. The contact details for the Financial Ombudsman Service are:

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone Number: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 If you require any further information about our complaints procedure, please contact our Compliance Department on 0203 758 9393

Making a complaint will not prejudice your right to take legal action

Would you like to ask a question about our complaints procedure?