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.
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.
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 firstname.lastname@example.org. Telephone complaints can be made to 020 8871 2266.
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 email@example.com
We will regard your complaint as closed in the following circumstances:
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.
If you have any questions about our complaints process, please contact us on 020 8871 2266, we are always happy to assist.