1. Introduction
TL Capital Limited are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away. We are also a member of NACFB and adhere to their Code of Practice.
Our Complaints department will investigate your complaint competently, diligently and impartially.
2. How to make your complaint
Firstly, let us know what has happened. You can call us, email us or write
to us. Our contact information is detailed at the bottom of this document.
We will need to know:
- Your name and address.
- Your agreement number or policy number as appropriate.
- Details of how we can contact you.
- A clear description of your complaint and whether any 3rd party is involved.
- Details of what you would like us to do to resolve your complaint.
- If appropriate, copies of any relevant supporting documentation.
3. What happens next?
TL Capital Limited aim to resolve all complaints as quickly as possible. We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings.
We will contact you within three working days to let you know we are considering
your complaint and clarify any points where necessary. If we can resolve
your complaint within 3 working days, we will send you a Summary Resolution
Communication. This is a written confirmation, which confirms that you
made a complaint and that we now consider the
matter resolved.
Sometimes TL Capital Limited are not able to find a resolution within
3 working days. On these occasions we will issue you with an initial response
letter which outlines the circumstances of your complaint. We aim to respond
to all complainants within four weeks although we have
eight weeks from the date of receipt of your complaint to investigate
and provide you with our final response.
Sometimes it can take a bit longer to reach a decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.
If you are unsatisfied with the outcome of our investigation, the final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the final response being issued by TL Capital Limited.
The Ombudsman cannot consider a complaint if the complainant refers it to the Financial Ombudsman Service:
- more than six months after the date on which the respondent sent the complainant its final response, redress determination or summary resolution communication; or
-
more than:
- six years after the event complained of; or (if later)
- three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint
We will indicate within the communication whether we consent to waive the relevant time limits as set out in the FCA handbook (Dispute Resolution) if this is applicable.
4. Complaints forwarding
Where TL Capital Limited identify a third-party may be solely or jointly responsible for the matters disclosed within a complaint, we will forward the complaint to the relevant party without delay.
TL Capital Limited will notify the complainant in the form of a ‘final
response letter’ that we have referred the matter to the third party for
investigation. Where TL Capital Limited are jointly responsible for
matters disclosed within a complaint, we will investigate the element relating
to us and we will respond accordingly. Where TL Capital Limited is
in receipt of a forwarded
complaint, we will acknowledge the complaint and will apply the standard
time limits for a response from the date on receipt.
If you subsequently decide that you are dissatisfied with the resolution
of the complaint, you may be able to refer the complaint to the Financial
Ombudsman Service, ICO or the NACFB dependent upon the circumstances surrounding
the case. The NACFB suggest trying to resolve the complaint directly with
us in the first instance. If the complaint is referred to the
NACFB, they will investigate the complaint competently, diligently and
impartially. It is important to be aware, the NACFB have no powers or sanction
relating to any form of compensation.
5. Complaints Handling Contact Information
Address:
Commercial Union Building
1 Undershaft
London EC3A 8EE
United Kingdom
Email:
[email protected]