panorama
Complaints Policy
Page one

Page: 1, 2, 3

  1. 1. Introduction

    Ansar Ltd is always conscious of its duty to serve its customers fairly. However, it recognises that there may be occasions when things go wrong, and when its customers have cause to complain.

    The FCA sets out detailed requirements for the handling of complaints by regulated firms in its Dispute Resolution (DISP) sourcebook.

    Ansar Ltd recognises that, whilst a customer who has complained is clearly a dissatisfied customer, that handling a complaint well and admitting wrongdoing and providing sufficient redress where it is due can help to retain customers.

    This procedure is designed to:

    • Allow staff to identify a complaint when they receive one

    • Inform staff of what they ought to do should they receive a complaint

    • Explain how a complaint will be investigated

    • Clarify how Ansar Ltd will liaise with the Financial Ombudsman Service, if applicable.

  1. 1.1 What is a complaint?

    The FCA defines a complaint as:

    "Any oral or written expression of dissatisfaction (whether justified or not) about the provision of, or failure to provide, a financial service; and which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience."

    Complaints must be accepted in the form they are received, e.g. letter, telephone call, email, fax, personal visit, etc. If you receive an oral complaint, it is not acceptable to ask the complainant to put the matter in writing before it can be looked at.

  1. 1.1.1 What should you do on receiving a complaint?

    Almost any member of staff of Ansar Ltd could conceivably receive a complaint. Remember that complaints can be made in a variety of ways, so as an employee of Ansar Ltd you could receive a complaint if you ever:

    • Receive customers in the office, or visit them at their home or another location

    • Conduct telephone conversations with customers

    • Explain how a complaint will be investigated

    • Read emails sent by customers

    • Handle the firm's post

    If you receive a complaint, you should gather as much information as possible about the complaint, and complete the attached Complaints Form as fully as possible. The form should then be forwarded to Ansar Ali Director

    If you are in any doubt as to whether the grievance meets the FCA definition of a complaint, i.e. 'financial loss, material distress or material inconvenience', you should still escalate the matter, as failing to identify a complaint correctly will mean that Ansar Ltd has breached the FCA's complaints rules.

    Once you have gathered all the information about the complaint, you should ask yourself whether it is reasonable to be able to resolve the matter by the end of the third business day following receipt. For example, if a complainant says they have not been provided with important documentation, it may be enough to apologise to the customer and ensure that the missing documentation is provided immediately.

    If a complaint is resolved within three business days, a summary response letter will be sent to the customer and the complaint will be logged in Ansar Ltd's complaints register.

    However, if a complainant has a more complex complaint, making it unrealistic to expect the matter to be settled within three business days; or the complainant does not accept the attempts made to resolve the complaint, then the detailed complaints investigation process detailed below needs to be followed.

Page: 1, 2, 3