JMS Financial – Complaints Policy

JMS Financial is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints.

We are committed to providing a high-quality service to all our clients and we believe you have the right to a fair, swift and courteous service at all times.

This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.

Definition of a complaint

For the purpose of FCA requirements on complaints procedures (FCA Handbook), a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity.

A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

How can you make a complaint?

You can make a complaint by any reasonable means – for example, letter, email, telephone or in person. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Financial Ombudsman Service (“FOS”).

Written complaints can be sent to JMS Financial, Airport House, Purley Way, Croydon CR0 0XZ, or by email info@jms-financial.co.uk. Telephone complaints can be made to 020 8871 2266.

What will we do once we have received your complaint?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this policy.
  2. The Managing Director will then investigate your complaint who will review your matter file and speak to the member of staff who acted for you.
  3. Our Managing Director will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, our Managing Director will write to you to confirm what took place with any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible, our Managing Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. If you are still not satisfied or the Managing Director is involved in the subject matter of the complaint, you can then contact the; The Financial Ombudsman, Service Exchange Tower, London, E14 9SR
  7. Normally, you will need to bring a complaint to the Financial Ombudsman Service within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Financial Ombudsman Service on 0800 023 4 567 or at complaint.info@financial-ombudsman.org.uk

    Closing complaints

    We will regard your complaint as closed in the following circumstances:

    • once we have sent you a final response; or
    • where you have told us in writing that you accept an earlier response that we have sent to you; or
    • if you refer your complaint to the Financial Ombudsman Service (FOS), when FOS informs us in writing that the complaint has been closed.

    JMS Financial is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.

    Questions

    If you have any questions about our complaints process, please contact us on 020 8871 2266, we are always happy to assist.

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