Upon receipt of any expression of dissatisfaction communicated by a client, either orally or in writing, Thornbridge will ensure the following procedures are followed:
We will promptly acknowledge the complaint in writing upon receipt.
We will investigate the complaint and provide a holding response or final response within an eight-week period from date of receipt.
We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write to the client explaining why and advise when they can expect a final response.
If more than 8 weeks from the date of the complaint has passed and the client hasn’t received a final response, or they are dissatisfied with the final response received (at any stage of the process), they can write to:
The Financial Ombudsman Service (FOS)
They must refer their complaint to the FOS within six months of the date on the final response.