Complaints Procedure

At Windom we pride ourselves on always doing our best to offer the highest levels of service. However, there may be occasions when you feel that this objective has not been achieved.

Please contact us in the first instance if for any reason you feel dissatisfied with any aspect of our service.

We will do everything we can to address your complaint and attempt to find an amicable solution to your issue as quickly as possible. A copy of our full Complaints Procedure is available on request.

If you are unhappy with any service you have received or product we have arranged on your behalf, you can lodge a complaint by calling, emailing or writing to us. Please include your full name and address, your preferred method of contact with contact details, a reference number of your case / application (if applicable) and a description of the complaint together with any supporting documentation or evidence as well as any requested method of resolving the complaint.

All complaints are taken seriously and are considered and reviewed considering the available evidence in tandem with any relevant laws, regulations or guidance from applicable authorities. During our review of the complaint we seek to understand what did or did not happen and assess whether we have acted fairly, within our rights and have met our contractual and other obligations. We will send you a confirmation of receipt of your complaint including the details of the complaint. Within 8 weeks of receipt of the initial complaint we aim to provide you with a full written response and will also endeavour to keep you regularly updated with the progress of the complaint during this period.

If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to the Financial Ombudsman Service.

The address of the Financial Ombudsman Service is:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Services can be contacted by calling 0800 023 4567 or e-mailing complaint.info@financial-ombudsman.org.uk