COMPLAINTS PROCEDURE

At Richardson Mail, we pride ourselves on providing our customers with an exceptional service. However, we know that sometimes things can go wrong. When this happens, let us know and we will do everything we can to resolve it. Our procedure for handling complaints is explained below:

Step 1

Contact Us At:
Complaints Department
Riverside
New Bailey Street
Manchester
M3 5FS
Phone: 0161 905 1308
Email: enquire@richardsonmail.co.uk

When we receive your complaint, we will investigate and attempt to resolve this with you within three working days.

If we are unable to do this, we will write to you within five working days to formally acknowledge your complaint and explain what is happening.

We will conduct a thorough, objective investigation and provide a written response to explain our findings and any next steps. We endeavour to respond to all complaints within eight weeks of receipt.

Step 2

Refer Your Complaint To:
Claims Management Ombudsman
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone: 0800 023 4567
Online Complaint Form available at: www.help.financial-ombudsman.org.uk/cmc/

If you remain dissatisfied on receiving your final response or if eight weeks have passed without you receiving our final response, you can refer your concerns to the Claims Management Ombudsman, part of the Financial Ombudsman Service.

The FOS is a free service whose role is to adjudicate on complaints between regulated financial firms and their customers.

You have six months from the date of our final response to refer your concerns to them. They will reach a decision based on the evidence they receive, and it is your choice whether to accept their decision. If you do, it becomes binding on you and us.

 

These procedures relate to how complaints are handled by Richardson Mail Limited in respect of our claims management services, which are regulated by the Financial Conduct Authority. If your complaint relates to our parent company (MoneyPlus Legal Limited) or services provided by another member firm of our group, please contact them directly as your complaint rights may differ.

Last Updated: September 2019