Fund Ourselves strives to deliver a fair and positive experience for all our customers. The feedback we receive, whether positive or negative, is a primary way for identifying areas for improvement.
Fund Ourselves is committed to ensuring that all complaints received are thoroughly investigated and are handled fairly. For this purpose, we have a clear and effective policy for capturing, responding to and resolving complaints. If any remedial action is required, we will ensure this is done within a timely manner. This policy, as described below, provides a clear and transparent process for submitting a complaint.
How to raise a complaint
You can raise your complaint to us in writing either via -
Post: Fund Ourselves Ltd Spaces - Unit 6 - Albion House, High Street, Woking, GU21 6BG, United Kingdom ; or
What information do I need to provide?
In order to help us investigate and resolve your complaint as quickly as possible, you must provide us with the following information:
- Your full name, address and the email address associated with your account;
- A description of your complaint; and
- What you would like us to do to put things right.
What happens after I have raised a complaint?
Once we have received your complaint, you will receive an acknowledgement email within five working days.
As a regulated financial business, we have a maximum of eight weeks (56 days) to fully investigate your complaint and issue you with a final response. However, we aim to deal with complaints as quickly as possible and within the first four weeks. If we are unable to respond within the first four weeks, we will contact you to inform you of the delay. If we are unable to issue you with a final response by the end of the eight week period, we will contact you again, provide you with an explanation of the delay and inform you of the next steps.
What if I am not happy with the final response?
The Financial Ombudsman Service (FOS) is a free, independent organisation which was set up to resolve disputes between consumers and financial businesses. You may refer your complaint to the FOS if you are dissatisfied with our final response or if eight weeks have passed and we have failed to issue you with a response. You will need to contact the FOS within six months of the date of the final response. For further information, please visit their website www.financial-ombudsman.org.uk
Further contact details:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email Address: firstname.lastname@example.org