MAKING A COMPLAINT
If you have any questions or concerns you should, in the first instance, contact:
P J Hayman & Co Ltd: The Old Theatre, Stansted House, Rowlands Castle, Hampshire, PO9 6DX
Tel: 02392 419 833
If You feel that We have not offered a first-class service or you have any questions or concerns about this Policy or the handling of your claim please contact Us, quoting Agreement Reference Number B6151PJHADV2023 and we will do our best to resolve the problem.
Our contact details are: Head of Compliance: 2 Minster Court, 1st Floor, Mincing Lane, London, EC3R 7BB
If your complaint can be resolved within three (3) business days:
We will aim to resolve your concerns within three (3) business days, following receipt of your complaint. A written Summary Resolution Communication will be provided to you if the complaint is resolved to Your satisfaction.
In the unlikely event that you remain dissatisfied, You may be entitled to refer the matter to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three (3) business days:
We will send you an acknowledgement letter to explain your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
We will investigate your complaint and provide one of the following within eight (8) weeks of receipt of your complaint:
– A final response letter explaining the outcome of our investigation, the reason for our decision and information on how to steps to take, should you remain dissatisfied; or
– A holding letter confirming when we anticipate we will have concluded our investigation.
The contact details for the Financial Ombudsman is:
Financial Ombudsman Service
Postal address: Exchange Tower, Harbour Exchange, London E14 9SR
Customer Helpline: 0800 023 4567 or 0300 123 9 123