Complaints Policy

Introduction

This document sets out Ingenious Financial Solution’s Complaints Procedure. A complaint is defined as:
“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, by our firm.”

What Constitutes a Complaint?

A complaint must relate to services received from Ingenious Financial Solutions or matters arising whilst the complainant is or has been a customer.

How Can a Complaint Be Made?

A complaint can be made by a client, a potential client, or someone acting on their behalf. There is no requirement for complaints to be made in writing.
All complaints are handled by a suitably qualified Complaints Handler. If unresolved, complaints may be referred to the Financial Ombudsman Service.

Awareness of Complaints

All relevant employees are made aware of the Complaints Procedure.

Complaints Process:

Receipt of the Complaint

Upon receipt, details of the complaint (and original written complaint where applicable) are forwarded to the Complaints Handler.
If resolved within three working days, a final response will be issued. Otherwise, the complaint will be formally acknowledged.

Acknowledgement of a Complaint

Acknowledgement is issued as soon as possible, generally within five working days.
This confirms receipt, outlines understanding of the complaint, and explains next steps. Additional authority may be requested to gather third-party information.

Investigating Complaints

The Complaints Handler conducts a fair and objective investigation, reviewing client files and relevant facts to assess the issue.

Customer Contact

The adviser involved will not contact the client unless approved by the Complaints Handler. If needed, another adviser may be assigned.
Investigations aim for prompt resolution, but timelines may vary depending on third-party input.

Ongoing Updates

After four weeks, if unresolved, an update will be provided with an expected resolution timeframe if possible.
After eight weeks, another update will be issued along with Financial Ombudsman Service (FOS) information and referral rights.

Final Response

Once the investigation concludes, a formal response is issued and shared with PI insurers.
The response confirms whether the complaint is upheld, explains the decision, and outlines any compensation if applicable.
FOS details are provided if not already shared.

Escalation to Financial Ombudsman Service

If dissatisfied, complaints can be referred within six months to:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567

Complaint Closure

A complaint is considered closed once the final response is issued, or compensation is accepted and paid.
The complaints register is updated, and the Financial Conduct Authority (FCA) is informed biannually.