Our Complaints Handling Procedures
In the discharge of our responsibilities, we will endeavour to deliver excellence in customer service to all our cherished customers. We envisage that, there could be a possibility where our service level may not be to the desired standard due to factor outside our control.
As a cherished customer, if you have a complaint about any aspect of our services, we would be delighted to hear from you in the first instance following a dissatisfied service level. Please make every effort to contact us by telephone or in writing, by post (Suite 2a Blackthorn House, St Pauls Square, Birmingham, United Kingdom, B3 1RL), or email email@example.com
Irrespective of your chosen channel, ensure that all correspondence is addressed to the Money Laundering Reporting Officer (MLRO). On receipt of your complaints, our department responsible for Complaints will work assiduously on your case and aim to resolve it in the shortest possible time.
Within Diamond Cube, we apply an established internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To expedite investigation and take immediate action on your submitted complaints, it is strongly recommended that you provide us the following pieces of information: Your full name, valid and current address as well as your unique client reference number An explicit description of your concern or complaint Exact details of what you would like us to do to put it right Copies of any relevant documents, such as letters Your daytime telephone number where we can contact you. On receipt of the above, we will do our very best to resolve your complaint immediately, and with minimum of inconvenience to you. Our initial approach is for us to be clear on what the problem is, and to identify with you what we can do to put it right.
The more information you can give us the better. In rarely situations, we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day, and if we have not already informed you to agree our proposal for resolving it, we will follow the procedure below: Send an acknowledgement of your complaint in writing within 5 working days Confirm who will handle your complaint, and how you can contact them. If your complaint is particularly complicated in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event we will make every effort to resolve your complaint and provide you with a final response within 8 weeks.
In our final response we will include the underlisted in our correspondence to you: A synopsis of the complaint. A review of the outcome of our investigation. We will indicate whether we acknowledge there has been any fault on our part and whether the complaint will be upheld. We will also provide you with details of any offer to settle the complaint and how long this offer will remain open. If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service. If we are unable to provide you with a final response within 8 weeks, we will write to you with An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service.
This Statutory body called Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services. Please note that you can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at: The Financial Ombudsman Service
South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: 0845 080 1800* E-mail: firstname.lastname@example.org Website:www.financial-ombudsman.org.uk Remember, we value your feedback. Help us to get it right every time for every client. NOTE: This is not our full complaint procedure.
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