Complaint Handling Policy
| Version number | 1.1 |
|---|---|
| Last updated | April 2024 |
Complaint handling procedures for My Nest Egg Ltd
As required by the FCA Rules, our firm must have in writing a complaint handling procedure, and all employees are aware of the procedures and act in accordance with them at all times.
Contact details for complaints
You should contact us immediately if you are dissatisfied with any of the services provided by My Nest Egg Ltd.
Email: complaints@mynestegg.com
Write: My Nest Egg Ltd, X+why, East Embankment Tower, 100 Cathedral Approach, Manchester, M3 7FB
Timescales
Acknowledging the complaint
We will aim to reply to all complaints within 24 hours with an initial response to acknowledge receipt of the complaint.
Complaints resolved by close of third business day
Where possible, we’ll do all we can to resolve your concerns within three business
days. Where we consider a complaint to be resolved by close of business on the
third business day following the day of receipt we’ll send you a written summary
resolution communication. This will include:
- Reference to the fact that you have made a complaint and inform you that we now consider the complaint to have been resolved.
- Confirmation that if you are not satisfied with the outcome, you are entitled to refer the complaint, free of charge to the Financial Ombudsman Service (FOS) or you may be able to take civil action:
- Confirmation that if you wish to exercise your right to refer the complaint to the FOS, you must do so within 6 months or you may lose that right.
- Confirms whether or not we consent to waive the relevant time limits for referral to the FOS by including the appropriate wording set out in DISP 1 Annex 3R. There are a number of prescribed wordings that are required to be used, depending on whether or not any time limits have been breached and, if so, whether we are enforcing them or waiving them.
- Refer to the availability of further information on the FOS website.
Complaints resolved after three business days
Where it is not possible to resolve your concerns within three business days our
standard complaints handling procedures will apply as follows:
Initial acknowledgement letter
We will promptly acknowledge the complaint in writing. This will generally be
within 5 business days of receiving the complaint.
The acknowledgement letter will set out our understanding of the complaint and
ask you to confirm in writing if this understanding is inaccurate.
Assuming an investigation has not been completed, the acknowledgement letter
will confirm:
- The date of complaint
- That an investigation will be undertaken
- Our understanding of the complaint and request confirmation of the
accuracy of our understanding - That we’ll keep you informed of developments with the investigation of the
complaint - That we’ll keep you informed of developments with the investigation of the
complaint - That on completion of the investigation we’ll write to inform of the
outcome of the investigation, and - Who should be contacted, should there be any further queries at this stage
A copy of our complaint’s procedure will be enclosed with the initial acknowledgement letter.
Investigation and keeping clients informed
All complaints will be thoroughly investigated in line with normal procedures. We’ll keep you informed after the issue of the acknowledgement letter of the progress of the measures being taken to resolve your complaint.
Investigation not complete within 8 weeks
If after 8 weeks the investigation is still not concluded, you will be notified in writing, highlighting the reasons for the delay and if you are not satisfied with the progress to date, you may refer the complaint to the FOS or you may be able to take civil action. The letter will also point out that if this has not been referred within 6 months, you may lose the right to take the complaint to the FOS.
The letter will incorporate the name, address, website address and telephone number of the FOS and include the FOS leaflet ‘Want to take your complaint further?’.
We may choose to waive the 6-month limit on an individual case basis, but our firm is not obliged to do so. The same applies to other time limitations such as where a complaint is made more than 6 years after the event complained of and 3 years after the client should reasonably be aware.
When will the firm deem the complaint to be closed?
If there has been no confirmation from the complainant within 8 weeks of the firm’s most recent letter, the complaint will be considered closed.
The Financial Ombudsman Service (FOS)
If you are not satisfied with our response to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) via one of the following:
Writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk.
Website: A FOS brochure is available on request from us or by visiting
www.financial-ombudsman.org.uk/contact-us/complain-online