Complaints Procedure
At Bedford Wealth Limited, we are committed to providing excellent service. If you're not completely satisfied, we want to hear from you.
Our Commitment to You
We strive to provide professional, transparent, and effective financial advice. However, if you feel we have not met these standards, we have a formal complaints procedure to ensure your concerns are addressed promptly and fairly.
This procedure is designed to comply with FCA requirements and ensure all complaints are handled professionally and resolved quickly.
What Constitutes a Complaint?
A complaint is any oral or written expression of dissatisfaction about our:
- Provision of, or failure to provide, a financial service
- Quality of service provided
- Conduct of our business
- Handling of a previous complaint
- Charges or fees applied
- Time taken to provide advice or complete work
How to Make a Complaint
Step 1: Contact Us Directly
We encourage you to contact us as soon as possible to discuss your concerns. Many issues can be resolved quickly through direct communication.
Contact Methods:
- Email: complaints@assessmypension.co.uk
- Phone: 01254 447216
- Post: Bedford Wealth Limited, Suite 6, Primrose Studios, Clitheroe, Lancashire BB7 1BT
- In Person: By appointment
Step 2: Formal Complaint Submission
If your initial concern cannot be resolved immediately, please submit a formal complaint including:
- Your full name and contact details
- Policy/account numbers (if applicable)
- Details of the issue or concern
- What outcome you are seeking
- Any supporting documentation
- Dates of relevant events
Our Response Process
Acknowledgment
We will acknowledge your complaint promptly and by no later than the next business day after receiving it.
Investigation
We will investigate your complaint thoroughly and fairly. This may involve:
- Reviewing your file and relevant documentation
- Speaking with staff members involved
- Obtaining expert opinions where necessary
- Requesting additional information from you
Response Timeline
Within 3 Business Days
We aim to resolve straightforward complaints and provide our final response
Within 8 Weeks
For complex matters, we will provide our final response or explain why we need more time
Regular Updates
We will keep you informed of progress throughout the investigation
Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not responded within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service Contact Details:
Address:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone:
0800 023 4567
0300 123 9123
Email:
complaint.info@financial-ombudsman.org.uk
Website:
Important Information about the FOS:
- The service is free to consumers
- You must refer your complaint within 6 months of our final response
- The FOS can only consider complaints from eligible complainants
- Their decision is binding on us but not on you
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our liabilities, you may be entitled to compensation.
For investment business, compensation is available for 100% of the first £85,000 of any claim.
Preventing Complaints
We continuously work to improve our service and prevent complaints by:
- Providing clear, written explanations of our advice
- Ensuring all fees are agreed in advance
- Maintaining regular communication during the advice process
- Providing comprehensive documentation
- Training our staff to high professional standards
- Regular review of our procedures and processes
Complaints Records
We maintain detailed records of all complaints, including:
- The nature of each complaint
- Action taken to investigate and resolve
- Outcome and any redress provided
- Time taken to resolve
These records help us identify trends and improve our service quality.
Quick Reference - How to Contact Us
For Urgent Complaints:
Phone: 01254 447216
Email: complaints@assessmypension.co.uk