At Fentons, we are committed to providing the highest level of service. If you are dissatisfied with any aspect of our service, we value your feedback and are dedicated to resolving your concerns promptly and fairly. Below is our complaints procedure:

1. How to Make a Complaint

You can submit your complaint through any of the following channels:

• Online Form: Complete our complaints form on www.fentons.co.uk.
• Email: Send your complaint to complaints@fentons.co.uk.
• Phone: Call us on 0333 000 072 during business hours (Monday to Friday, 9:00 AM – 5:00 PM).

When submitting your complaint, please include:

• Your full name and contact details.
• Case reference number (if applicable).
• Details of your complaint, including the date and nature of the issue.
• Any supporting evidence or documents.

2. Acknowledgment of Your Complaint

We will acknowledge receipt of your complaint within 5 working days of receiving it. At this stage, we may request further information to help us fully understand your concerns.

3. Investigation and Response

Your complaint will be thoroughly investigated by a senior member of our team who has not been directly involved in the matter. We aim to provide a detailed written response within 8 weeks of receiving your complaint. This response will include:

• A summary of your complaint.
• The outcome of our investigation.
• Any actions we will take to resolve the issue.
• Your rights if you remain dissatisfied.

4. What to Do if You Are Not Satisfied

If you are not satisfied with our final response, or if we fail to resolve your complaint within 8 weeks, you may escalate your complaint to the Financial Ombudsman Service (FOS).

Contact details for the Financial Ombudsman Service:

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 (freephone) or 0300 123 9123 (mobile-friendly)
• Email: complaint.info@financial-ombudsman.org.uk
• Post:

  Financial Ombudsman Service
  Exchange Tower
  London
  E14 9SR

You must contact the FOS within 6 months of receiving our final response.

5. Monitoring and Review

We regularly review complaints to identify trends and improve our services. Your feedback is invaluable in ensuring we meet and exceed client expectations.

We thank you for bringing your concerns to our attention and for allowing us the opportunity to resolve them. If you have any questions about this procedure, please do not hesitate to contact us.