COMPLAINTS PROCEDURE

Richardson Mail prides itself in providing clients with a high standard of service as a result we have a rigorous process in place to ensure complaints are investigated thoroughly and responded to promptly. We review each complaint individually and fairly in accordance with the regulation set in place by The Financial Conduct Authority. We have outlined our Complaint Procedure below.

Step 1

Richardson Mail
Complaints Department
Stamford House
Northenden Road
Sale
M33 2DH
T: 0161 905 1308
E: enquire@richardsonmail.co.uk

As complaints can often be as a result of a misunderstanding or confusion, we’ve found providing clarification or additional information can sometimes resolve the complaint.

As a result we would like the opportunity to discuss the reason for your complaint with you, to see if we can resolve this quickly and amicably. If we are unable to resolve your complaint and provide a response to you within 5 working days of receipt, we will escalate your complaint through our formal process.

Once escalated we will conduct an objective review of your complaint and provide you with a written response within eight weeks, detailing the findings of our investigation.

Step 2

Financial Ombudsman Service
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
T: 0300 123 9 123 or 0800 023 4567
E: complaint.info@financialombudsman.org.uk
W: www.financial-ombudsman.org.uk

Once we have issued our final response to your complaint, you do have the right to escalate your complaint if you are not happy with the outcome.

You do have the right to escalate your complaint to The Financial Ombudsman Service free of charge; you must do this within 6 months from receiving our final response. They will complete a review of the information and assess whether the outcome to your complaint was the correct outcome based on the evidence they are presented with.