Market Financial Solutions Ltd always aim to provide the highest possible levels of service. Even so, we appreciate that there may be occasions when customers have a complaint and formal procedures, summarised in this document, have been established to deal with this eventuality. These procedures seek to respond in a fair and impartial way to customers and other connected parties, who express dissatisfaction about our firm’s provision of, or failure to provide, a financial service.
Whom to contact
If you have a complaint with the way that we have provided, or have failed to provide, a financial service we ask that you contact the Complaints Officer at the following address either by letter or telephone to outline your concerns.
Market Financial Solutions
Berkeley Square House
Telephone: +44 (0) 20 7060 1234
What happens next?
We will send a written acknowledgement of your complaint within 5 business days of receipt. If the nature of the complaint is unclear, we may telephone or write to you to clarify the area(s) of concern.
We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.
Gathering all the facts and paperwork enables us to consider all the information available at the one time, which is in the best interests of reviewing a complaint comprehensively. If we do need to request details from you, we therefore ask that you respond as fully and as soon as possible.
We will endeavour to fully investigate your complaint and respond to you within 4 weeks of receipt. If we cannot respond to your complaint within four weeks, we will write to you explain why we are not yet in a position to address the matters raised and indicate when we will make further contact.
If we are still unable to respond within eight weeks, we will write to you again to advise why and provide information on the Financial Ombudsman Service, which is an independent dispute resolution service, to whom you may wish to take your complaint.
Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our final decision.
In our final decision letter we will always provide you with full information about how to take your complaint to the Financial Ombudsman Service.
If you require any clarification on our complaint procedures please do not hesitate to contact us.