Complaints Proecdure
Introsure Ltd is an Introducer Appointed Representative of Simcox Brokers Ltd which is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 1030692. As an Introducer Appointed Representative we are authorised to undertake certain regulated activities on behalf of our Principal.
Complaints
We are committed to providing all of our customers with a high standard of service. If you are dissatisfied with any aspect of the service we have provided, we encourage you to let us know so that we can investigate your concerns promptly and fairly.
As an Introducer Appointed Representative, we act on behalf of our Principal Firm, which is authorised and regulated by the Financial Conduct Authority (FCA). Where your complaint relates to a regulated activity undertaken by us as an Introducer Appointed Representative, your complaint will be handled in accordance with the FCA's complaints handling rules by our Principal Firm.
We will always endeavour to resolve your concerns as quickly as possible and will work closely with our Principal Firm throughout the complaints process.
How to tell us if you have a complaint
You may raise your complaint with us using the contact details below. Where your complaint relates to a regulated activity, we will promptly notify our Principal Firm who will assume responsibility for investigating and responding to your complaint in accordance with FCA requirements.
Business details
Principal Firm name : Simcox Brokers Ltd
Principal Firm address : The Old Stock Exchange 3rd Floor St Nicholas Street Bristol BS1 1TG
Principal Firm email : hello@simcoxbrokers.co.uk
Principal Firm telephone number : 0117 325 0560
What information do we need to address your complaint?
To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:
• Your full name and preferred contact details
• Full details of your complaint
• Copies of relevant paperwork
• What you expect us to do to put things right
• Any other information that you think may be relevant
What we do if we receive a complaint from you
If we receive a complaint relating to a regulated activity, we will acknowledge receipt promptly and notify our Principal Firm without undue delay. We will provide our Principal Firm with all relevant information and documentation to assist with their investigation.
Our Principal Firm is responsible for investigating regulated complaints and issuing any formal written responses required under the FCA's Dispute Resolution (DISP) rules.
Throughout the investigation we will fully cooperate with our Principal Firm and, where appropriate, assist in obtaining any additional information required from you.
Complaint Process
1. Complaint received.
2. Complaint acknowledged.
3. Complaint referred immediately to the Principal Firm.
4. Principal investigates.
5. Additional information obtained where required.
6. Progress updates provided.
7. Principal issues the Final Response.
8. Where applicable, details of the Financial Ombudsman Service are included.
Investigation
The complaint will be investigated by our Principal Firm in accordance with the FCA's DISP complaints handling requirements
Eligibility
It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaints Rules
• Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
• The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
• The Complainant must allege that they have suffered, or may suffer, financial
loss, material distress or material inconvenience
Final Response
The Final Response will normally be issued by our Principal Firm. The response will explain the outcome of the investigation, the reasons for the decision and, where appropriate, details of your right to refer the complaint to the Financial Ombudsman Service.
Complaints settled within 3 business days
Where appropriate, our Principal Firm may issue a Summary Resolution Communication where the complaint has been resolved by the close of the third business day following receipt.
Closing a complaint
A complaint will normally be considered closed once our Principal Firm has issued its Final Response or Summary Resolution Communication.
What to do if you are not happy with our decision
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.
Financial Ombudsman Service
If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
Our Principal Firm is responsible for cooperating with the Financial Ombudsman Service and complying with any determination or award made by the Ombudsman. We will provide all assistance reasonably requested by our Principal Firm during that process.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk