The Financial Conduct Authority (“FCA”) and the Financial Ombudsman Service (“FOS”)
We are regulated by the FCA (registered number 525432), a body which was established by Parliament to regulate the activities of, amongst others, banks and financial institutions.
As part of its statutory obligation, the FCA has established the Financial Ombudsman Service which has the power to consider, arbitrate and settle complaints against authorised firms in the event that the parties concerned have been unable to resolve the matter between themselves.
The Financial Ombudsman Service was setup by Parliament as an independent, free service to consumers of financial institutions for the impartial resolution of complaints.
Your right of complaint
As a customer, you have the right to complain to us if you believe that you have suffered financial loss, material distress or inconvenience as a result of actions taken by our employees during the course of their employment. A customer includes anyone who has created an Abundance account, or someone who is considering opening an account.
If you have given us the opportunity to resolve your complaint but are still dissatisfied, you have the right to refer your complaint to The Financial Ombudsman Service (FOS). The FOS is a free service to consumers and clients for the impartial resolution of complaints.
You must refer your complaint to FOS within six months of the date of our final response to you.
Our undertaking to you
When we receive a complaint from you, we will:
- Investigate your complaint competently, diligently and impartially and obtain additional information where relevant.
- Assess fairly, consistently and promptly the subject matter of your complaint, whether your complaint should be upheld and what we can do to put things right.
- Explain to you promptly and, in a way that is fair, clear and not misleading, our assessment and conclusion of your complaint, including any offer of remedial action or redress.
Where possible, we aim to resolve your complaint by the close of business on the third business day following receipt of your complaint. At this point we will provide you with a response including a summary of our assessment of your complaint as well as information on your rights to refer your complaint to FOS. If you are not satisfied with our response at this point, please let us know.
If we are unable to resolve your complaint within three business days, we will send you an acknowledgment communication to let you know that your complaint has been received and is being investigated by our team. We will continue to keep you informed as we consider the grounds of your complaint and review applicable information. We will provide you with a final response to your complaint no later than eight weeks after receipt of your complaint. This final response will set out our understanding of your complaint including any offer of redress.
Where we are unable to provide you with a final response within eight weeks, we will give you a written response explaining why we are not in a position to provide you with a final response and indicate when we expect to be able to do so.
If you are not satisfied with our final response to your complaint, or if you have not received a final response from us after eight weeks, then you are entitled to refer the matter to the Financial Ombudsman Service. You will remain entitled to refer your complaint to the Financial Ombudsman Service for 6 months following receipt of our final response to you.