Complaints about our Service

Our aim at Endowment Advice Limited is to handle complaints fairly, consistently and promptly.

If you ever have cause to complain we will set about resolving your complaint as quickly and efficiently as possible.

These are the steps we will take:

1 - Acknowledging your complaint

Your complaint will be acknowledged within five business days of it being received.  The acknowledgment letter may include a request for more specific details of your complaint.

2 - Investigating your complaint

Your complaint will always be investigated by a trained complaint handler.  We will be as thorough as possible and in order to deal with your complaint as quickly as possible we may telephone you for any additional information we need.

3 - Resolving your complaint

The complaint handler will analyse all the facts and come to the conclusion that takes full account of these.  We do try to do this without any delays but to do a thorough reply may take some time, depending on the complexities of the matter.

If we are unable to give a full reply within four weeks from receipt of your complaint, we will write to you in order to keep you informed.

If, after a further four weeks, we have still not resolved your complaint we will again write to you keeping you informed of our progress.

4 - Informing you of our decision

The complaint handler will write to you with a full account of our investigation and of our decision.  Whether this is, for example, a payment to make up for any loss incurred or a statement to say why we believe your concerns are unfounded, you will be able to see that we have made a reasoned and fair judgement.

5 - The Department of Constitutional Affairs and Claims Management Regulation

The procedure set out above falls within the rules of The Department of Constitutional Affairs (DCA).  We hope to come to an amicable settlement of your complaint.  If you do not accept our final decision in the matter or if our investigations have not been completed within eight weeks you may be eligible to refer your complaint to The Claims Management Regulation Monitoring & Compliance Unit.  We will inform you if you have the right to refer to The Claims Management Regulation Monitoring & Compliance Unit either:

• In our final response (in which we will point out that you should do so within six weeks of the date of the letter) or
• In the letter sent eight weeks after we received the complaint, whichever is sooner.

Claims Management Regulation usually expects customers to allow us to address their complaints before contacting The Claims Management Regulation Monitoring & Compliance Unit, unless there has been an undue delay.

For your information the address of Claims Management Regulation is:

Claims Management Regulation
Monitoring & Compliance Unit
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS

Telephone Number: 0845 450 6858
Fax: 0845 450 6866
e-mail: info@claimsregulation.gov.uk