COMPLAINTS
Complaints
Kingswood is committed to providing products and services of the highest standard. We are duty bound to ensure we meet the FCA Consumer Duty obligations in putting our customers’ needs first, acting in good faith, supporting consumer financial objectives, and avoiding foreseeable harm such as experiencing difficulties or barriers in making a complaint.
If you have a complaint about Kingswood you can contact our Risk and Compliance Department at the following address either by letter, email, or telephone to outline your concerns.
Kingswood Group
10-11 Austin Friars
London EC2N2HG
Tel: 020 7293 0730
Email: [email protected]
Upon receipt of a complaint we will do all we can to resolve your concerns within three business days and confirm this to you in writing. If we can’t do this, we will write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.
A member of the Compliance Department, who is independent of the case, will investigate your complaint. You will be given their name and contact details.
When acknowledging your complaint, especially in the case of a verbal complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.
After eight weeks, if a final response letter has not already been sent to you, you will receive:
A final response letter detailing our conclusions and resolution to the complaint. This letter will also confirm that, if you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter; otherwise you would lose this referral right. A copy of the FOS leaflet, ‘Want to take your complaint further?’ be enclosed, if not already supplied.
OR
A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response;
AND
Informing you that you may refer your case to the FOS if you are dissatisfied with the delay. A copy of the FOS leaflet ‘Want to take your complaint further?’ will be enclosed. FOS contact information can be found below.
FINANCIAL OMBUDSMAN SERVICE (FOS)
Exchange Tower
London
E14 9SR
https://www.financial-ombudsman.org.uk/
Tel: 0800 023 4567
Published August 2024