Complaints Policy of Liberta Financial Ltd

Liberta Financial Ltd always strives to maintain the highest possible standards in all areas of our business especially when dealing with our customers and their creditors. Unfortunately from time to time things do go wrong. The information below details whom you should address your complaint to and how you can expect your complaint to be dealt with.

We regard any expression of dissatisfaction from or on behalf of any client to be a complaint irrespective of whether it is made orally or in writing or whether it is justified or not.

We will provide a copy of this procedure to any client who makes a complaint or to any client who requests it.

If you are dissatisfied for any reason with any aspect of our service for whatever reason then please contact us:

• by telephone on: 01636 742880
• by fax on: 01636 742888
• by e-mail to: liz@liberta.uk.com
• by letter to:  The Complaints Officer, Liberta Financial Ltd, Northgate Business Centre, 38 Northgate, Newark on Trent, Nottinghamshire, NG24 1EZ

Please try and make it clear:

• That you are making a complaint
• The reason you are complaining
• If appropriate, the person your are complaining about and what you feel they did wrong
• How you have been affected
• Any suggestions you have as to how the issue could be resolved.
   

On receipt of a complaint from any source we will pass the details to our Complaints Officer for acknowledging and further investigation.

We regard a complaint as:-

a)An expression of dissatisfaction from an eligible complainant i.e. a private individual or proprietor of a small business.

b)Relating to provision of a personal insolvency service

c)A client who has or may suffer financial loss, material distress or significant inconvenience.

d)A matter that could not be resolved by an apology on the day following notification.

All complaints are treated and recorded in the same way.

We acknowledge all complaints within 5 business days. If we receive an oral complaint, we will refer to it in our letter of acknowledgment to the matter complained of and detail our understanding of this for you, the clients, to confirm the accuracy of this. This letter may contain our offer to settle where appropriate.

Where a matter is subject to further investigation then we will:-

1)Provide an update after a further 4 weeks.

2)Where we are not able to make an offer to settle and further investigation is necessary, we will give you a full explanation.

Our nominated complaints investigation officer (CIO) will review the details surrounding the matter complained about and will examine the file and any other relevant information. If the complaint is in respect of business arranged by our complaints officer then another senior employee will investigate.

Once the investigation is completed then our CIO will write to you with his/her appraisal of the matter and outlining our offer to settle the matter if appropriate. This may vary from an apology to financial compensation. Any compensation we offer will be a fair offer taking all the facts into account.

If you accept our decision then you should respond to this letter within 8 weeks of receipt of our response.

If we write to you and you do not respond within 8 weeks to our “settlement letter” we will treat the matter as closed and any offer of redress will automatically be withdrawn.

If we are not in a position to make an offer to settle within 8 weeks following your initial complaint we will write again;-

1)Setting out why the matter is still unresolved.

2)Giving you a full summary of our investigation to date and explaining why we have not been able to conclude the matter.

Be assured that we treat all complaints very seriously and we will conduct a full review and conclude all matters to the mutual satisfaction of the parties as quickly as possible maintaining appropriate records at all times.

If we are not able to provide a final response or if you are not satisfied after receiving the reply from us you can take your complaint to the Financial Ombudsman Service.

The address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800