Complaints procedure

We understand your complaints are an opportunity for Us to improve how We do things and can be made in writing (address and email below) or orally (telephone number below). We deal with all complaints competently, diligently and impartially. Many complaints can be resolved quickly and to your satisfaction by discussing your concerns with a member of our staff. If You remain dissatisfied we’ll refer You to our Managing Director who personally handles complaints. You can contact the Managing Director directly at:

Address: The Old Rectory Business Centre, Springhead Road, Northfleet, Kent, DA11 8HN.

Email: enquiries@jamesrosa.co.uk

Telephone: 0845 680 7217

We will endeavour to respond to your complaint fully and promptly. If We are unable to answer within three days, the Managing Director will send You a standard acknowledgment letter within three business days of receipt of the complaint and will keep You informed at all times. A final response will be sent to You within eight weeks although We will endeavour to respond much sooner. Where appropriate, We will offer redress or remedial action and will enclose a copy of the Financial Ombudsman Service leaflet with our final response.

If You remain dissatisfied with our final response, You can contact the Financial Ombudsman Service

Post: Financial Ombudsman Service, Exchange Tower, London. E14 9SR

Telephone: 0300 123 9 123 or 0800 023 4567, 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

Email: complaint.info@financial-ombudsman.org.uk

More information can be found here:

http://www.financial-ombudsman.org.uk/consumer/complaints.htm