Complaints Process

Focus Commercial Ltd has set out a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.

Upon receiving your complaint we will send an acknowledgement receipt within 3 days of receiving it and send written or electronic communication to inform you of how we plan to investigate the complaint, including a copy of this complaints procedure.

We will investigate your complaint impartially and competently. In order to complete an investigation we may need to obtain detailed information from you or any third party. To deal with your complaint promptly and thoroughly we may need to ask for your help throughout the investigation. Throughout the course of the investigation we will keep you informed on the progress of the investigation and you may contact us at any time to enquire about the progress of the investigation.

If the complaint is not resolved within 8 weeks we will send a response, either electronically or in writing, to explain our why we have not completed the investigation, or our Final Response.

If more than 8 weeks has passed from the date of the complaint and you haven’t received a response, or you are unhappy with the final response, you can contact the Financial Ombudsman. You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

The Financial Ombudsman is a service that provides free and impartial advice for resolving disputes between financial services and institutions. Their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567
complaints.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk


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