Complaints Policy

We are committed to providing a high-quality service to all clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or the amount of any invoice that you have received.

If you have a complaint, please let us know, whether by post to our office address or by e-mail info@jeffersongroup.com. It would be helpful if you could let us know your concerns in writing, but if you would prefer not to, or if you would find it difficult to do so, please telephone us instead at +44 203 880 8866.

To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

1. On receipt of your complaint, we will send you a letter acknowledging your complaint and might invite you to a meeting to discuss your concerns. We will open a file for your complaint in our system and will examine the file on the work that this Company has been doing for you. We would look to acknowledge your complaint within two days of receiving it and will complete our initial examination within seven days.
2. We might then invite you to a meeting or write to you to ask for further information. Alternatively, we might write to you setting out our views on the situation and proposing any redress that would seem to be appropriate. We will aim to write to you with our views and any suggestions within seven days of completing the investigations.
3. Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
4. If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the next 21 days, but there is no obligation on you to do so. We will then arrange to review our decision in the light of any comments that you make. We would generally aim to do this within ten days of hearing from you.
5. We will let you know the result of the review within seven days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.
6. You may, if you wish, approach the Financial Ombudsman who provides a service examining complaints against financial institutions and companies that provide financial services. They will usually expect firms to have concluded their examination of complaints within eight weeks their being notified of them and will require complaints to be referred to him within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details of his service see their website and the terms of business provided to you when you first instructed us. The full details of how to contact this office are as follows:
   
   
   Telephone: 0800 023 4567
   
   
   E-mail: complaint.info@financial-ombudsman.org.uk