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.
3. Patricia Crisp-Jones is our nominated person, responsible for dealing with all complaints in line with this procedure.
4. If you wish to register a complaint, it can be done in one of the following ways:
By post: Oak Tree Structured Finance Limited, The Beeches, Chapel Street, Wellesbourne, Warwick, Warwickshire, CV35 9QU
By telephone: +447879052052
By e-mail: tricia@oak-tree.co.uk
Clients are able to complain to OTSF about:
– How their personal data has been processed
how their request for access to data has been handled
how their complaint has been handled
appeal against any decision made following a complaint
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 the investigation, will report back to the client.
All complaints are to be resolved within 30 days. Appeals on the handling of complaints are also 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:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0808 301 2391
By e-mail: enquiries@financial-ombudsman.org.uk