Dealing with Complaints
We all know that sometimes things go wrong. If this happens we want to put it right quickly.
As a valued client of Curtis Banks, we want you to tell us if our products, our service or your experience does not meet your expectations.
- We only make promises we can keep. If you feel we have not, please tell us.
- We treat our customers fairly. We will do everything we can to resolve your concerns. If we cannot we will tell you why and let you know what other options there are.
- We want your feedback. We learn from what our clients tell us and where necessary, make changes to improve our service.
If you wish to make a complaint about any aspect of our service, please make contact with us directly by email, in writing, via secure message or by telephone.
Our goal is to resolve your complaint at the earliest possible stage. We will acknowledge receipt of your complaint within 10 working days and keep in touch with you regularly. We will:
- Write to you with our final decision; or
- Contact you explaining why we are not yet in a position to resolve the complaint and when we will contact you again.
You may be able to refer your complaint to an Ombudsman if you do not accept our final decision or if you have not received a final decision letter within 8 weeks from the date we received your complaint.
The Ombudsman expects clients to allow us to address their complaints before contacting them. We will let you know if you can refer your complaint to an Ombudsman.
Where your complaint concerns the administration of your SIPP, you should direct your complaint to The Pensions Ombudsman (TPO). TPO investigates complaints and disputes about the way pension schemes are run. Where your complaint concerns the marketing of our SIPPs, you should direct yourcomplaint to the Financial Ombudsman Service.