What to do when you think that something has gone wrong

Our service

We strive to give you excellent service at all times, however, on occasions a problem may occur which causes you to become dissatisfied with the advice or service that you have received from us. Any comments that you make are an opportunity for us to identify if there are areas where we can improve our service to meet our clients’ needs, both now and in the future.

If you feel that you wish to raise an issue of complaint with us, then the following information is intended to outline what procedure we will adopt to deal with the issues raised. The provision of a copy of our procedures does not infer liability on the part of The St David’s Partnership until established following our internal investigation.

Who to contact?

If you are dissatisfied with the service or advice you have received when arranging your policy or investment with us, please contact us at the following address:

The Compliance Manager, The St David’s Partnership, Unit A2 Phoenix Business Park, Swansea SA7 9FZ

Tel: 01792 775225;    Email: admin@stdavidspartnership.co.uk

You may choose to do this by letter, telephone, and e-mail or in person.

What we will need to know

We will need you to summarise the problem that you have experienced and, if possible, advise us of the policy (ies) affected.

What we will do

Our complaints investigation will follow set guidelines and rules issued by the Financial Conduct Authority and the Financial Ombudsman Service.

1. If we are able to complete the formal investigation of your concerns and we can respond in three working days, we will do so. This will end the complaint investigation.

2. We will issue an acknowledgement of your complaint within five working days of receipt. If you have made a verbal complaint, we will outline our understanding of your complaint and what we propose to investigate.

3. If we are not legally liable for your complaint and cannot therefore investigate on your behalf, we will advise you accordingly and, if we are able, direct you to the appropriate parties who retain liability for the advice you have received or the Financial Services Compensation Scheme.

We will then arrange for your complaint to be investigated by an experienced professional member of staff. Wherever possible we will contact you promptly to advise you of the outcome of our investigation. However, if we cannot conclude our full investigation within four weeks, we will write to advise you of the progress to date and why we have not been able to complete the investigation. We will also advise you of when we are likely to be able to respond to your complaint.

4. We would normally hope to complete a full investigation and respond to you within eight weeks of your original complaint.

5. When we have completed our investigation, we will provide a written response to your complaint, which will:

• Summarise our understanding of your complaint
• Outline the result of our investigation,
• Explain the decision that we have reached and the reasons behind it, and also explain any action that we propose to take as a result of our investigation.

On receipt of this response, if you feel that your complaint has been misunderstood or we have not considered all relevant information, then please contact us and explain your position. We will arrange for a review of our initial findings to be carried out.

If you are still not satisfied

If we have been unable to resolve your complaint and you have suffered a financial loss, material distress or inconvenience as a result of the advice you received from this firm, you may have the option of referring your case to the Financial Ombudsman Service. We will provide details at the appropriate time of how to refer a complaint to the Ombudsman. The procedure for doing so will be contained in information that we will send you with our final decision.

We are bound by the Financial Ombudsman’s decision, but you are not.

The contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel 0300 123 9 123
0800 023 4 567
www.financial-ombudsman.org.uk