Your Guide to Our Complaints Procedure
Clients can express dissatisfaction to their Broker about the product provider. In these instances, Kuflink will need to establish whether the complaint relates to the Broker’s service or advice, or Kuflink’s service or performance. If this is unclear, Kuflink will proceed with its investigation so as not to delay the complaint. If appropriate, Kuflink will take the complaint to the Broker in consultation with yourself.
Investigation and Communication
Kuflink aims to investigate and resolve complaints in a timely and effective manner. To this end, the following explains the process undertaken by the firm.
It is Kuflink’s policy to investigate and give equal treatment to all complaints. As a regulated firm, Kuflink must acknowledge complaints deemed eligible by the Financial Conduct Authority and adhere to the additional rights required in law.
The Financial Conduct Authority complaint guidelines apply to complaints deemed eligible, and as such are:
Kuflink may use a range of methods to communicate with you concerning a complaint. We reserve the right to change the method by which we communicate with you, if we consider that doing so may better meet your needs, or in cases where a previous method has been unsatisfactory.
Complaint communications that you may receive from Kuflink include:
Kuflink works to resolve all complaints within a reasonable period. When Kuflink considers a complaint resolved to both parties’ satisfaction, the firm will promptly send you a written communication. The exact nature of the communication will depend on the length of time in which the complaint was resolved.
Complaints Settled within Three Business Days
Where we consider a complaint to be resolved to your satisfaction within three business days, Kuflink will promptly send you a ‘Summary Resolution Communication’. This communication will:
Complaints Settled within Eight Weeks
Where we consider a complaint to be resolved to your satisfaction within eight weeks, Kuflink will promptly send you a ‘Final Response Letter’. This communication will:
Upon receiving your complaint settlement, if you are dissatisfied with the Kuflink response, you retain the right to refer the matter to the Financial Ombudsman Service. Referral to the Ombudsman must be within six months from the date of Kuflink’s final communication concerning the complaint, after which time you lose the right to refer. If Kuflink does not feel the complaint has been resolved to your satisfaction within eight weeks, the firm will refer the matter to the Ombudsman itself.
Kuflink will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay any fees levied by the Ombudsman promptly.