Complaints Procedure

TFA is committed to providing the highest standard of service at all times. If we fall short of these high standards, we would like to hear from you. This will give us the opportunity to put matters right and to improve the service we provide to all our clients.

Usually things can be put right by your Financial Adviser or Mortgage Adviser, therefore in the first instance please contact them by email, telephone or letter.

Should our adviser not be able to resolve your issue please follow the guidance below which is in accordance with the requirements of the Regulator, The Financial Conduct Authority (FCA). Our FCA number is 185513.

Mrs Theresa Atal
Compliance Director
TFA Trusted Financial Advice
Prudence House
Langage Business Park
Plymouth
PL7 5JX

Telephone 01752 349260 or email theresa.atal@tfagroup.co.uk

We will try to resolve your complaint within three working days of receipt, if we are able to within this time period, we will issue you a written summary of the resolution. This will confirm that your complaint has been resolved and inform you of your right to take your complaint to the Financial Ombudsman Service should you subsequently feel dissatisfied with the outcome. If we are unable to resolve your complaint within three working days, a written acknowledgement will be issued promptly and no later than five working days of receiving your complaint.

The written acknowledgement of the complaint, will include:
i. the name of the Compliance Director and contact details;
ii. a statement that a written report will follow once the investigation is complete;
iii. confirmation that a further letter will be sent if the complaint has not been resolved within four weeks of receipt;
iv. in the case of an oral complaint only, a statement of the firm’s understanding of the nature of the complaint and a request for the complainant to confirm this in writing.

Every effort will be made to resolve complaints within the first eight weeks.

If the investigation is still not completed after eight weeks, a further letter will be sent by the Compliance Oversight Officer explaining that the firm is still not in a position to provide a final response, ensuring that the following is covered in the letter:
(a) An explanation of why the firm is not in a position to make a final response and an indication of when it expects to be able to provide one;
(b) informing the complainant that he may now refer the complaint to the Financial Ombudsman Service and indicates the FOS referral time limits;
(c) encloses a copy of the Financial Ombudsman Service standard explanatory leaflet; and
(d) provides the website address of the Financial Ombudsman Service (FOS). www.financial-ombudsman.org.uk

Once the investigation is complete a letter will be sent by the Compliance Director that will provide a summary of our investigation and our decision in the matter. This will also include a copy of the FOS’s explanatory booklet (if not already issued).

If at this stage the complainant is dissatisfied with the outcome of our investigation, and wishes to refer the matter to the FOS (if they’re an eligible complainant), they must do so within six months of the date of the letter or they may lose the right to refer the complaint.

Trusted Financial Advice (TFA) will co-operate with the Ombudsman in resolving any complaints made against it.

In the event that TFA receive a complaint where the firm have reasonable grounds to be satisfied that it relates to another firm, we will carry out the following within 5 days of receiving the initial complaint:

• Positively identify the other firm, who we believe are responsible and establish a current address and point of contact.
• Write to the firm, enclosing a copy of the original complaint letter / notification, explaining why we believe they are responsible for dealing with the complaint.
• Write to the complainant, explaining the action taken, enclose a copy of the letter sent to the other firm and invite the client to contact the new firm.