At SFIA we value our customers highly and aim to provide a positive experience. The fair treatment of our customers is of paramount importance to us.

We want to know what you think about the service we offer you and if there is something wrong, we want to put it right. If you do have any concerns, please contact us by one of the following methods:

By post

Compliance Oversight
SFIA
29 High Street
Marlow
SL7 1AU

By phone

01628 566777

By email

compliance@sfia.co.uk

We are required to follow prescribed rules as set by the Financial Conduct Authority (FCA). It states that any expression of dissatisfaction, whether it be made orally or in writing, should be treated as a complaint.

This complaint handling procedure is designed to comply with these regulatory requirements, but more importantly to ensure your problem is dealt with fairly and professionally.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for responding to your complaint, we shall promptly forward the complaint to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.

The information needed to resolve most problems will be available to staff who have day to day responsibility for looking after your account. If we do need further information, from you or another party, this will be requested at the earliest opportunity.

Where we are able to resolve your complaint by the close of 3 working days following receipt, we will issue a letter confirming this.

If, having received this letter you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service who provide a dispute resolution service. Contact details are:

By post

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone

0800 0234 567

Website

www.financial-ombudsman.org.uk

If we are unable to resolve your complaint within 3 working days, we will send you an acknowledgment within 5 working days.

If by 4 weeks after receiving your complaint we are unable to provide a final response, we will write to you and update you.

The majority of complaints will be quickly and satisfactorily resolved by this stage, however, if the matter is more complex and involves a third party, it may take longer.

In our final response letter, we will set out our view on the issues raised in your complaint and say whether we:

  • accept your complaint and where appropriate, offer redress
  • are offering redress without accepting your complaint
  • reject your complaint.

If we reject your complaint, our final response letter will explain why we have reached this decision. It will also explain that if you remain dissatisfied, any referral to the Financial Ombudsman Service must be within 6 months.

If by 8 weeks after receiving your complaint we are still unable to provide a final response we will write and tell you, and indicate how much longer we believe it will take before a final response can be sent. At this point, you will be entitled to refer your complaint to the Financial Ombudsman Service. We will also enclose the Financial Ombudsman Service consumer leaflet.