Complaint procedure

Information for customers wishing to complain

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Introduction

We pride ourselves on the quality of our services, and strive to achieve customer satisfaction at all times. Our staff are trained to a high standard and will always do their best to answer any queries or concerns you may have. The purpose of this leaflet is to explain how we deal with complaints and within what timescales. Our aim is to deal with all complaints fairly, consistently and promptly and, where we accept the complaint, to offer appropriate redress.

How we deal with complaints

Complaints may be made by telephone, email, fax or letter. Please contact us at: Touch by AJ Bell, 4 Exchange Quay, Salford Quays, Manchester, M5 3EE.

If the matter can be dealt with to your satisfaction by close of business on the third working day after the complaint is received, then you will be notified of the action taken and the complaint will be closed. You will be given the option to refer your complaint to an Ombudsman at this stage, should you change your mind.

If the matter cannot be satisfactorily dealt with by close of business on the third working day, we will:

1. within five working days of receiving the complaint, send you an acknowledgement letter stating the name of the person who will be handling your complaint. This person will have sufficient knowledge and experience to undertake a thorough investigation. If the matter can be fully investigated within this timescale, we may include our final response with this letter.

2. within four weeks of receiving the complaint, send you either a final response, detailing the results of our investigation, or a holding response.

A holding response will explain why we are not yet in a position to resolve the complaint. We will then write to you again once we have completed our investigation, which must be within eight weeks of receipt of the complaint.

Complaints may be able to be referred to the Financial Ombudsman Service free of charge. The contact details are as follows:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0800 023 4 567 Website: www.financial-ombudsman.org.uk

In line with the Financial Conduct Authority’s (FCA’s) complaint handling regulations, some complaints are not treated as regulatory complaints. In these circumstances, you will not have the right to refer your complaint to the Financial Ombudsman Service/ Pensions Ombudsman.

Making a complaint will not affect your right to take legal proceedings.

Where we consider your complaint is the responsibility of a third party with whom we have a commercial relationship, we undertake to refer it to that third party within five working days of receipt, and to inform you we have done so.