|
We value your feedback
We’re really keen to learn how we can improve any part of our service. We welcome
any form of feedback from you. We take every complaint seriously and look to use
the feedback you give us to put things right.
We’re regulated by the Financial Services Authority (FSA) and our procedures for
dealing with complaints follow their guidelines.
So, how do you make a complaint?
Write:
|
Clerical Medical
PO Box 28121
15 Dalkeith Road
Edinburgh
EH16 9AS
|
Write:
|
Clerical Medical
PO Box 28121
15 Dalkeith Road
Edinburgh
EH16 9AS
|
Call:
|
0845 850 0251
We may record your call for quality and training purposes. |
Call:
|
0870 602 2244
We may record your call for quality and training purposes. |
Email:
|
Email
IMPORTANT: Only use email for general enquiries as your message is not secure.
|
Email:
|
Email
IMPORTANT: Only use email for general enquiries as your message is not secure.
|
|
Write:
|
Clerical Medical Share Classes
HBOS Investment Fund Managers Ltd
PO Box 588
York
YO90 1WB
|
|
Call:
|
0845 300 0471
We may record your call for quality and training purposes. |
Fax:
|
0845 300 0472 |
Then, what happens?
|
Week one |
When we receive your complaint, we promise to acknowledge it within five working
days |
|
Within the first four weeks |
We’ll carry out a full and impartial investigation of your complaint and take account
of all available information, and write to you with details of the outcome and our
decision |
|
After four weeks |
If we haven’t been able to complete the investigation within four weeks, we’ll write
and let you know what's causing the delay and when we hope to be able to give our
response |
|
Within eight weeks |
If the investigation still isn’t complete within eight weeks and we aren’t waiting
for any more information from you, we’ll write and explain why. |
If you don’t agree with our decision, or our investigation isn’t completed within
eight weeks, you can refer to the
Financial Ombudsman Service,
Pensions Advisory Service (OPAS) or the
Pensions Ombudsman if your complaint falls within their jurisdiction.
We will be happy to provide copies of our complaints leaflet in Braille or large
print.
Complaints data
Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do,
go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.
We are committed to transparency and publish details of the complaints data we last reported to the Financial
Services Authority. View the complaints data for firms associated with the Clerical Medical brand.
|
