O H Financial Services
Complaints Process
What to do if you have a complaint?
O H Financial Services are an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to allour customers.
If you are unhappy then we want to hear about it so we cantry to put things right. With this in mind, we have the following complaintsprocedure in place.
You can make a complaint by any reasonable means includingtelephone, letter, or email.
Our contact information:
• Write to: O H Financial Services, 9 Hertz Close, Rugby, CV23 1AW
• Telephone: 07904 800962
• Email: oliver@ohfinancialservices.co.uk
If you prefer, you can also refer your complaint to PRIMISdirectly using the following contact details:
• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
You can also complain via their website: https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more informationabout PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
• your complaint is about a simple matter - that we can look into and solve quickly and easily; and
• you direct it to us (rather than directly to PRIMISMortgage Network) in the first instance.
We will investigate your complaint and aim to resolve itwithin three business days following the date of receipt. If you are happy toaccept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away.
Formal Complaints
The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfactionwithin 3 working days: or
• your complaint is likely to involve more complexassessment or investigations; or
• you send your complaint directly to PRIMIS MortgageNetwork rather than to us in the first instance;or
• you ask us to deal with your complaint in this way ratherthan via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptlyand will investigate it fairly and impartially. They will write to you within 8weeks to confirm the outcome of their investigation. In the unlikely event thattheir investigation is not complete within eight weeks of receipt of your complaintthey will write to you to explain why and let you know when you can expect tohear from them.
They will also provide details of how to contact theFinancial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happywith the outcome you have a statutory right to refer your complaint to theFinancial Ombudsman Service It is a service free of charge to consumers and youmay refer the matter to the Financial Ombudsman Service (FOS) within six monthsfrom the date that you received a final response to your complaint.
You can contact the service using the following details:
• Telephone 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints tothem online by visiting.https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that isaccessible to all our customers.
If you will have any difficulties with any elements of theprocess that is outlined above, or if there are circumstances that might meanwe need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
O H Financial Services are an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Ltd. First Complete is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to allour customers.
If you are unhappy then we want to hear about it so we cantry to put things right. With this in mind, we have the following complaintsprocedure in place.
You can make a complaint by any reasonable means includingtelephone, letter, or email.
Our contact information:
• Write to: O H Financial Services, 9 Hertz Close, Rugby, CV23 1AW
• Telephone: 07904 800962
• Email: oliver@ohfinancialservices.co.uk
If you prefer, you can also refer your complaint to PRIMISdirectly using the following contact details:
• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: complaints.solihull@primis.co.uk
You can also complain via their website: https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more informationabout PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
• your complaint is about a simple matter - that we can look into and solve quickly and easily; and
• you direct it to us (rather than directly to PRIMISMortgage Network) in the first instance.
We will investigate your complaint and aim to resolve itwithin three business days following the date of receipt. If you are happy toaccept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away.
Formal Complaints
The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfactionwithin 3 working days: or
• your complaint is likely to involve more complexassessment or investigations; or
• you send your complaint directly to PRIMIS MortgageNetwork rather than to us in the first instance;or
• you ask us to deal with your complaint in this way ratherthan via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptlyand will investigate it fairly and impartially. They will write to you within 8weeks to confirm the outcome of their investigation. In the unlikely event thattheir investigation is not complete within eight weeks of receipt of your complaintthey will write to you to explain why and let you know when you can expect tohear from them.
They will also provide details of how to contact theFinancial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happywith the outcome you have a statutory right to refer your complaint to theFinancial Ombudsman Service It is a service free of charge to consumers and youmay refer the matter to the Financial Ombudsman Service (FOS) within six monthsfrom the date that you received a final response to your complaint.
You can contact the service using the following details:
• Telephone 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints tothem online by visiting.https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that isaccessible to all our customers.
If you will have any difficulties with any elements of theprocess that is outlined above, or if there are circumstances that might meanwe need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.