We are listening
The strong relationship we have with our clients, business partners and the community is very important to us.
We aim to treat our customers fairly at all times. Customer satisfaction and providing the best service is paramount to us. We believe in working with you to resolve any concerns and matters that may raise a complaint. Thomas Carroll will always have your best interests at heart and we would like to learn from your experiences. Our friendly team will take time to listen to your concern and follow the appropriate steps. If we have fallen short of acceptable standards then we would ask you to follow our complaints procedure. This ensures that your complaint is dealt with promptly, by the right person and hopefully resolved to your satisfaction as quickly as possible.
How to contact us
Contact our Compliance Director, Julie Waters, either verbally or in writing, who will take details of your concerns and ensure the matter is thoroughly investigated
By telephone
02920 887733
In writing
TCi Limited Pendragon House Crescent Road Caerphilly CF83 1XX
We Will acknowledge receipt of your complaint within five business days of receipt whether your complaint is made verbally or in writing. If the complaint can be resolved within five business days, our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt, when we will provide you with a summary of the resolution of the complaint.
If our investigation has not been completed within five business days, our acknowledgement letter will confirm that we will:
Investigate
Investigate the complaint and aim to respond within four weeks of receiving the complaint
Follow up after four weeks
Explain that if we cannot complete the investigation within four weeks of receiving the complaint we will write again giving the reasons for the delay
On Completion
Explain that on completion of our investigation we will inform the complainant of the outcome and the options available
Complaints about other parties
If the complaint is about another party, such as an insurer with whom we have placed business, we will refer details of the complaint to the third party and confirm this course of action to you
At a period not exceeding eight weeks from receipt of your complaint,
we will either:
a) Accept your complaint
b) Reject your complaint and give you full reasons for
doing so
c) Advise why we are still unable to provide a final
response, the reason for the delay and when we can expect to be in a
position to issue a final letter. At this stage you may be entitled to
take your complaint to the Financial Ombudsman Service. In these
circumstances this must be done within six months, otherwise you may
lose this right. We will provide you with contact details in our
letter, but information can also be found on their website:
www.financial-ombudsman.org.uk
If, after following our complaints procedure, you are still not satisfied with the outcome, you may have the right to take your complaint to the Financial Ombudsman Service. In these circumstances this must be done within six months of our final response, otherwise you may lose this right. When providing our final response, we will provide you with contact details for the Financial Ombudsman Service, but information can also be found on their website: www.financial-ombudsman.org.uk and their contact details are:
The Financial Ombudsman Service Exchange Tower London E14 9SR
Tel:
0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service will only consider complaints from:
Consumers
private individuals acting for the purposes which are wholly or mainly outside that individual’s trade, business, craft or profession
Micro-enterprises
businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million
Other small businesses
with an annual turnover of below £6.5 million and less than 50 employees or with an annual balance sheet total of below £5 million
Charities
with an annual income of under £6.5 million
Trustees of a trust
with a net assess value of under £5 million
