We take care to maintain high standards of service. Where we become aware of client concerns or dissatisfaction we give priority to resolving the matter as quickly as possible and to making sure that your concerns are handled fairly and within reasonable timescales.
Resolving your concerns
Upon receipt of a complaint we will do all we can to resolve your concerns within three business days, and confirm this to you in writing. If you are dissatisfied with our resolution you are entitled to refer your complaint to the Financial Ombudsman Service (FOS), contact details of which are set out at the bottom of this policy. The FOS website has further information that might be of help to you.
If, for whatever reason, we cannot resolve your concerns within our target of three business days, we will write to you, normally within five business days, to acknowledge your complaint and to let you know when we expect to be able to send you a full response.
A senior person, who, where possible, is independent of the case, will investigate your complaint. You will be given their name and contact details.
When acknowledging your complaint, especially in the case of an oral complaint, we will set out the nature of the complaint and may request further clarification if necessary. Your complaint will be investigated using our files together with reports from other parties if relevant. We may also write to you if further information is required. We will keep you informed of the progress of the complaint investigation.
Responding to your concerns
After eight weeks, if a final response letter has not already been sent to you, you will receive either:
Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We will however, pursue information on a regular basis.
Complaints that may not be about us
In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:
Mearns & Company first point of contact
Graeme Brown, Client Services Director
0131 554 7771
Mearns & Company, Anchor House, 112 Commercial Street, Edinburgh EH6 6NF
Financial Ombudsman Service
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 (this number is free for most people ringing form a fixed landline)
We will regard your complaint as closed in the following circumstances:
We are committed to ensuring that all complaints received are handled fairly, promptly and consistently and that we identify and remedy any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.