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Treating customers fairly is central to the delivery of the Financial Conduct Authority retail regulatory agenda, which aims to ensure an efficient and effective market and thereby help consumers achieve a fair deal.
Firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring that the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture.
Navigation Financial Planning Limited fully supports the Financial Conduct Authority TCF initiative and believes it satisfies the six consumer outcomes which are summarised below:
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 put things right as quickly as possible.
We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. We aim to provide you with a full written response within 8 weeks and endeavour to keep you regularly updated with the progress of the complaint.
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
The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing firstname.lastname@example.org