Complaints Procedure

Aim

This document explains how PageRussell ensure any complaints you may have are handled fairly and within reasonable timescales.

Your contact

Your contact at PageRussell is Tim Page. Call him on 0345 345 6282 or email tim@pagerussell.co.uk.

Acknowledgement

When we receive a complaint a senior person, who where possible is independent of the case, will investigate. We will give you the name and contact details of the person dealing with your complaint. They will acknowledge your complaint as soon as is reasonably practicable after receipt. This is generally within five working days of receipt. The acknowledgement may, especially in the case of a spoken complaint, set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files and reports from other parties if relevant. We will write to up date you on progress or if more information is needed.

Final response

We will aim to resolve your complaint as quickly as possible. If your complaint involves information from third parties some delays could be beyond our control. If we have not sent a final response letter after 8 weeks we will write to explain the reason for the delay and confirm when we expect our final response to be made. We will enclose the leaflet Your Complaint and the Ombudsmen which explains your right to refer the complaint to the Financial Ombudsman if you are unhappy with the progress. Our final response letter will set out our understanding of your complaint, the issues raised, the investigation we conducted, our conclusions and resolution to the complaint. This letter will also confirm that if you are not satisfied with our final response you may be eligible to refer your complaint to the Financial Ombudsman Service, free of charge. You must do this within six months of the date of our final response letter; otherwise you will lose this referral right. You can contact the Financial Ombudsman Service by:

Complaints about other firms

If we receive a complaint that is not about us or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will:

  • Write to the firm, explaining that we believe the complaint to be theirs, and suggesting that they contact you direct.
  • Enclose a copy of the original complaint letter.
  • Write to you, giving contact details of the firm, and invite you to get in touch, enclosing a copy of the letter we send to the firm.
  • Send a copy of this letter to the firm.