How We Handle Complaints.
What to expect if you're ever unhappy with the advice or service you've received.
Getting in touch
If something's gone wrong, please tell me – most concerns can be sorted out quickly once I know about them, and I want you to feel able to raise it openly, without being judged for it. If you're feeling frustrated, worried or just unsure where to start, that's completely understandable – I'll do my best to hear you out and give you the time you need to explain what's happened.
In the first instance, please raise it with me directly – by phone on 07506 872956, by email at harneil@i-fa.org.uk, in writing to Intelligent House, 9 Midland Court, Central Park, Lutterworth, Leicestershire LE17 4PN, or in person at our next meeting. It helps if you can let me know what happened, when, and what outcome you're looking for, so it can be looked into properly. Most concerns can be resolved this way. If you'd prefer not to raise it with me directly, or you're not satisfied after doing so, you can also contact Intelligent Financial Advisory's compliance team on compliance@i-fa.org.uk or 0116 426 0100.
What happens next
I'll acknowledge your complaint promptly. If I'm able to resolve it to your satisfaction by the close of the third business day, I'll confirm this to you in writing – this is sometimes called a "summary resolution communication" – and I'll still set out your right to take things further if you're not happy with how it was resolved. Where a complaint needs more time to look into, I'll investigate it properly and send you a final response in writing within eight weeks of receiving it, explaining the outcome and, where relevant, what I'm doing to put things right. A thorough investigation can take a little time, so I'd ask for a bit of patience while that happens – and a summary of my internal complaints handling process is available on request, if you'd like to see how it works before making a complaint.
If you're not satisfied
If you disagree with my final response, or I haven't been able to resolve things within eight weeks, you have the right to refer your complaint – free of charge – to the Financial Ombudsman Service (FOS), an independent body that resolves disputes between consumers and financial businesses. You can refer a complaint to FOS within six months of the date of my final response. You can contact the Financial Ombudsman Service at financial-ombudsman.org.uk, by phone on 0800 023 4567, or in writing to Exchange Tower, London E14 9SR.
There's no charge for this
Raising a complaint, and having it looked into, will never cost you anything.
Questions before you complain?
If you'd just like to talk something through first, that's absolutely fine too – get in touch via the Contact page and I'll be happy to help.