What Counts as a Complaint
The Financial Conduct Authority (FCA), states that a complaint is
"Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience, and which relates to an activity under the jurisdiction of the Financial Ombudsman Service."
If you ever have a concern but are not sure whether your concern qualifies, we encourage you to raise it anyway.
We treat all feedback seriously.
How to Make a Complaint
You can raise a complaint with us through any of the following methods:
Email: feedback@continuitypoint.com
Post: 3 Highcliff View, Guisborough. TS14 6AY
Phone: 01287 555 455
There is no special form or wording required. If you’re unhappy, we want to know.
What You Can Expect
Initial Acknowledgement
We will acknowledge your complaint within three working days of receiving it.
Fair and Thorough Investigation
Your complaint will be investigated by our Compliance Officer, who is approved by the FCA to hold the Compliance Oversight Senior Management Function.
Final Response
We aim to send a final written response within eight weeks. This will outline our findings, whether we uphold the complaint or not, and any actions we’re taking as a result. If we’re unable to respond within that time, we’ll explain why and tell you when you can expect a resolution.
If You Remain Dissatisfied
If you're not satisfied with our final response, or if eight weeks have passed without resolution, you may have the right to refer your complaint to the Financial Ombudsman Service. This is a free and independent service for settling disputes between financial firms and their customers.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Ombudsman within six months of the date of our final response.
Learning and Improvement
We use feedback as an opportunity to learn. Where we identify a recurring issue or root cause, we take action to prevent it happening again. Our goal is continuous improvement so that your experience and that of every client is better as a result.
“If any man is able to convince me and show me that I do not think or act right, I will gladly change; for I seek the truth by which no man was ever injured. But he is injured who abides in his error and ignorance.
Marcus Aurelius, Meditations
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