At Farringdon Portfolio, we are committed to providing an excellent service to our customers. However, we recognise that there may be occasions where you feel that this has not been achieved.
How to Make a Complaint
A complaint can be made:
- Verbally, by telephone or in person
- Via a written communication delivered in person
- Via post and/or e-mail
Our Complaint Handling Process
To ensure that all complaints are fairly, consistently and promptly dealt with, the Compliance Officer will ensure any complaint is properly investigated and that Farringdon Portfolio adheres to the required timetable set down in the Financial Conduct Authority (FCA) rules.
Any complaint Farringdon Portfolio receives will be handled by the certified person responsible for that area of the business, in consultation with the Compliance Officer.
- If your complaint can be resolved to your satisfaction within 3 business days, Farringdon Portfolio will expedite the agreed course of action.
- If your complaint has not been resolved by the close of business on the third business day, you will receive information within 5 days advising on the progress and the contact details of the individual handling it.
We aim to resolve all complaints within a reasonable period. Where not settled within 3 business days, a final response will be issued within 8 weeks of receipt.
If a final response cannot be given within 8 weeks, we will issue a written response that:
- Explains why we are not able to make a final response
- Indicates when we expect to be able to provide one
- Informs you that you may now refer the complaint to the Financial Ombudsman Service (FOS)
- Includes a copy of the FOS standard explanatory leaflet
Contact Details
Correspondence Address:
Farringdon Portfolio
99-100 Turnmill Street
London EC1M 5QP
Company Information:
- Farringdon Portfolio Limited is registered in England, Number 12148319
- Registered Office: 99-100 Turnmill Street, London EC1M 5QP
- Farringdon Portfolio Limited is registered in England, number 12148319. Farringdon Portfolio Limited is an appointed representative (FRN: 926588) of Relendex Limited which is Authorised and Regulated by the Financial Conduct Authority (FRN: 723117).
Referring Your Complaint to the Financial Ombudsman Service (FOS)
If you remain dissatisfied with Farringdon Portfolio’s response, you may refer your complaint to the FOS within 6 months of the original complaint.
We will retain a copy of your complaint for 5 years and share this information biannually with the FCA.
A complaint is deemed closed when:
- A final response has been sent, or
- You have indicated in writing acceptance of Farringdon Portfolio’s earlier response
Customers calling to discuss complaints will be charged no more than the ‘basic rate’ for calls.
Contacts
Farringdon Portfolio Compliance Officer
99-100 Turnmill Street, London EC1M 5QP
Phone: 0203 962 5810
Email: info@farringdon-portfolio.com
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone:
- 0800 023 4567 (Free from most landlines)
- 0300 123 9123 (Cheaper from mobiles)
- 020 7964 0500 (From abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk