Your complaint will be investigated by a senior individual within (OPF) who has sufficient competence to deal with the complaint and who preferably has not been involved in the matter which is the subject of the complaint. (OPF) will deal with your complaint as quickly as possible and will keep you notified of progress on a regular basis.
Where we are able to resolve your complaint by the close of three business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and their conclusion.
If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS), whose details are at the end of this document. We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘want to take your complaint further?’.
Some complaints can be complex or require us to obtain more information. If the investigation into your complaint cannot be concluded by the close of three business days following receipt, you will receive our written acknowledgement setting out our understanding of your complaint and enclosing a copy of these procedures.
We will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint aiming to bring our investigation to conclusion within 8 weeks.
If it has not been possible to conclude our investigation into your complaint fully within 8 weeks, then we will explain why we are not able to make a final response and indicate when we expect to be able to do so. At that stage you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.