Our Guide to Making a Complaint
At FMG,we take pride in delivering the highest standards of service. Our people are committed to excellence, ensuring the best possible experience for our customers. However, we recognise that there may be times when we do not meet expectations. If this happens, please let us know as soon as possible.
Who Can Make a Complaint?
This complaints process applies to all FMG businesses. We take all complaints seriously and are committed to:
- Making it easy for you to raise a complaint
- Conducting a thorough investigation
- Providing a detailed written response
- Checking that you are satisfied with the outcome
How to Make a Complaint
If you are dissatisfied with any aspect of our service, you can register your complaint through any of the following channels:
Tel: 01484 827238
Email: customerescalations@fmg.co.uk
Post: Client Service Delivery Team, FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Huddersfield, HD2 1GZ
What Happens Next?
If we can resolve your complaint to your satisfaction within three business days of receiving it, we will provide you with a written summary detailing the agreed resolution. If your complaint requires further investigation, we will send you an acknowledgement letter confirming who is handling your case and the next steps.
Financial Ombudsman Service (FOS) – Applicable to FMG (FIM) Only
The availability of the Financial Ombudsman Service (FOS) is referenced within the complaints section of our website; however, this only applies to complaints relating to FMG (FIM).
If we do not resolve your complaint within eight weeks, or if you are dissatisfied with our final response, and your complaint relates to FMG (FIM), you may be eligible to refer your case to the Financial Ombudsman Service for an independent review. If you decide to do so, you must contact them within six months of our final response.
Financial Ombudsman Service Contact Details:
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By telephone:
0800 023 4567
For more information, visit their website at www.financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service can only consider complaints once we have had the opportunity to investigate and respond.