Our complaints procedure

If we ever fall short of your expectations, we want to hear about it. Here is exactly how to tell us and what happens next.

At Fernleigh Wearden & Company Ltd we are committed to providing you with the highest standard of financial advice and service. However, if there is ever an occasion where we fall short of your expectations, we want to hear about it.

This page outlines how you can make a complaint, what you can expect from us during the process and your rights if you remain unsatisfied.

Step one

How to make a complaint.

You can raise a complaint with us through any of the following.

By post

Write to Lorna Harding

Mrs Lorna Harding, Fernleigh Wearden & Company Ltd, Highfield, Langley Lane, Goosnargh, Preston PR3 2JP.

By email

lorna@fernleighwearden.co.uk

Please include as much detail as you can, along with any supporting documents.

By phone

01772 864314

Or visit our office in Goosnargh in person. We are open 9am to 5pm, Monday to Friday.

What to include

To help us investigate your concerns quickly and thoroughly, please provide:

Your full name, address and contact details.
Any relevant account, policy or reference numbers.
A clear description of what went wrong and when it occurred.
Copies of any supporting documents or letters.
How you would ideally like us to resolve the matter.

Step two

What happens next and when.

We follow strict regulatory timeframes to ensure your complaint is handled fairly and promptly.

Within 5 working days

Acknowledgement

We will send you a written acknowledgement of your complaint within five working days of receiving it. This will confirm who is investigating your case.

At 4 weeks

An update, if needed

If your complaint is complex and we are still investigating after four weeks, we will write to explain why and give you a clear update on our progress.

Within 8 weeks

Our final response

We aim to resolve your complaint as quickly as possible. By law we have a maximum of eight weeks from the date we received it to issue our Final Response Letter.

Step three

How we investigate.

Your complaint will be handled by a senior member of our team who was not directly involved in the matter you are complaining about. This ensures the investigation is completely impartial.

We will review all your client files, our internal records and any evidence you provide to reach a fair and objective conclusion.

Our decision

Once our investigation is complete we will send you a Final Response Letter. This will:

State clearly whether your complaint has been upheld, partially upheld or rejected.
Provide a full, jargon-free explanation of our findings and the reasons behind our decision.
Detail any offer of financial compensation, redress or remedial action, if applicable.

Financial Ombudsman Service

If you are not satisfied with our Final Response, or if eight weeks have passed and we have not sent one, you have the right to refer your complaint to the Financial Ombudsman Service.

The FOS is a free, independent and official body set up by Parliament to resolve disputes between financial businesses and their customers.

You must refer your case within six months of the date on our Final Response Letter.

financial-ombudsman.org.uk0800 023 4567 or 0300 123 9123

Financial Ombudsman Service, Exchange Tower, London E14 9SR

Pension complaints. Complaints about our pension advice or arranging your pension usually go to the Financial Ombudsman Service. If your complaint is about the ongoing administration of the scheme itself, it may need to go to The Pensions Ombudsman. We will review your case and clearly tell you if that applies.

We will enclose a copy of the Financial Ombudsman Service’s consumer explanatory leaflet, Your Complaint and the Ombudsman, alongside our Final Response Letter for your reference.

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