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Complaint Procedure

Your experience at Regents Park Securities (RPS) is important to us. If we do not deliver the standard service you expect or if we make a mistake, we would like to know about it, so that we can put things right as quickly as possible.


Should you wish to register a complaint, please either call, email or write to us, using the contact details shown on our website. To help us investigate and resolve the complaint as quickly as possible, please provide us with the following information:

  • Your name, address, telephone number and account number
  • A clear description of your concern or complaint
  • Copies of any relevant documents or correspondence


We will try to resolve your complaint quickly and with minimum inconvenience to you. However, please bear in mind that some complaints are more complex and may require longer investigation.


Below we set out how we handle complaints that are covered by the Financial Services and Markets Act 2000.


1. The Nature of a Complaint
This procedure covers any expression of dissatisfaction, whether oral or written, and whether initially justifiable or not, made by or on behalf of a complainant about the provision of, or failure to provide, a financial services activity by RPS. In the course of our investigations we will identify whether or not any complaint made meets the definition set out by the Financial Conduct Authority.


2. Eligible Complainant
In order to be eligible to make a complaint about RPS you must be an existing client or applying to become a client and the complaint must arise out of matters relevant to your transactions with RPS.


One of the first steps we will take when receiving a complaint is to identify whether a complainant is eligible. If we decide that the complainant is not eligible then we will write to that complainant accordingly and state our reasons for coming to that decision. We will review any response by that complainant to see whether or not the correct decision has been made. Upon receiving further information we will write to the complainant again saying whether or not they are eligible.


3. Availability of our Complaints Procedure
A copy is available on request and on our website.

4. The Procedure

  1. We will investigate all eligible complaints made against RPS or any of its approved persons in accordance with the rules of the Financial Conduct Authority.
  2. We will provide you with a written acknowledgement of your complaint, setting out our understanding of the nature of the complaint, within 5 business days of receipt.
  3. The complaint will be investigated by the Compliance Officer who has sufficient competence to deal with it and who preferably has not been involved in the matter which is the subject of the complaint.
  4. We will carry out a full and thorough investigation of your complaint using all reasonable means available to us.
  5. If, after 4 weeks, we have not reached a conclusion, we will write to you informing you why we have not been able to resolve the matter, and advising when we shall  make further contact.
  6. If we have still not resolved the matter after a further 4 weeks, we shall write to you again with reasons for the delay and when our final response may be expected. At this point you may refer the matter to the Financial Ombudsman Service, and we provide details of how to do so.
  7. We maintain the correct records in respect of eligible complaints as we are required to report to the Financial Conduct Authority periodically about such complaints.
  8. We will also advise you in our final written response of the right to refer the matter to the Financial Ombudsman Service (FOS), free of charge, should you be dissatisfied with the outcome.

    You must refer your complaint to the FOS within six months of the date of our final response letter. Please note that if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The contact details for the Financial Ombudsman Service are:


Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

5. Referring Complaints to other Firms
There may be situations where we have to refer your complaint to another firm. If, after we have investigated the complaint, we find that the complaint should have been forwarded to another firm, or the responsibility is shared with another firm, we will forward the complaint to them. We will advise you of this in writing and provide you with the contact details for the other firm so that you may approach them directly.