Complaints Policy

Introduction

J J Rudell & Co Ltd strive to provide excellent customer service as we value your custom and support. Should you have a complaint regarding our service the policy in place ensures all complaints are handled as efficiently and effectively as possible.

As a valued client you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Our Responsibilities

To provide a fair, efficient and structured process for handling complaints.

To provide clients with access to the complaints handling process, including those customers who are vulnerable and those with special needs or requirements.

To keep clients informed as to the progress of their complaint and expected timeframe for resolution.

Step One - Summary

We want to resolve your complaint as soon as possible. Please make contact by telephone in the first instance to Glenn Jenkinson-Deakin at Wolverhampton or Jason Spencer at the Harborne branch. Their respective contact details are:

Wolverhampton, Telephone 01902 427199, email: glenn@rudells.com.com, or alternatively write to 97 Darlington Street, Wolverhampton, WV1 4HB.

Birmingham based complaints please Telephone: 0121 4271904, email: jason@rudells.com.com or alternatively write to 89 High Street, Harborne, Birmingham, B17 9NR.

We will endeavour to fix the problem with our services as soon as possible.

Step Two - Handling your Complaint

Upon on receiving a complaint we will acknowledge your concern via telephone or email.

We will keep you informed of the progress of your complaint, proposed action and expected time frame for resolution. Our aim is to resolve complaints in a timely manner, within 30 days of acknowledgement.

Resolution

If we are unable to resolve the matter to you satisfaction within 8 weeks of acknowledgement, we will write to you providing reasons for delay and include a date of the final decision.

The final decision will be made clear in writing.

The Financial Ombudsman

We aim to resolve all complaints internally, however if upon receiving our final decision or 8 weeks have passed since acknowledgment, you may have the right to refer your complaint to the financial Ombudsman service. Their contact details are stated below and should be made in writing.

The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Email: complaint.info@finacial-ombudsman.org.uk
Further information can be found at:
www.financial-ombudsman.org.uk