1. This procedure addresses how OTSF deals with complaints from clients.
2. All staff are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the nominated person Patricia Crisp-Jones
Patricia Crisp-Jones is responsible for dealing with all complaints in line with this procedure.
3. If you wish to register a complaint, please write to or telephone us on:
Oak Tree Structured Finance Limited, 6 Hewitt Road, Barford, Warwick, Warwickshire, CV35 8EZ
By telephone: 01789 842554
By e-mail: enquiries@oak-tree.co.uk
Alternatively, complete the form below:
Clients are able to complain to OTSF about:
The company will ensure that any complaints received by clients will be passed to Patricia Crisp-Jones immediately for investigation. Patricia will acknowledge the complaint and following investigation, report back to the client.
Complaints are to be resolved within 30 days. Appeals on the handling of complaints are to be resolved within 30 days.
If you are unsatisfied with the outcome you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0808 301 2391
By e-mail: enquiries@financial-ombudsman.org.uk