They will aim to investigate and respond to your complaint within 4 weeks of receiving it and send you a ‘final response’ letter setting out their findings and conclusions along with any actions that are to be taken. If they have been unable to do this within that timescale, they will write to you explaining what is happening and when they expect to be able to provide a final response. Within 8 weeks they will send you either a final response, or inform you why they have been unable to do so.
If you are still not satisfied
If you remain dissatisfied either after receiving a response within the 3 day deadline, or after receiving a final response from our Compliance department, you have the option to refer the matter to the Financial Ombudsman Service but only where the matter relates to a plan entered into on or after 6th April 2007. This is when home reversions became regulated by the UK watchdog, the Financial Conduct Authority. Where we believe you are eligible to refer your complaint to the Financial Ombudsman Service we will inform you. This body was set up to provide a free, independent service for resolving disputes with financial services firms. Their contact details are:
The Financial Ombudsman Service
Telephone: 0800 023 4567