Torca defines a complaint as: "Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service".
Our aim is to deliver outstanding customer service; however, we recognise that sometimes things go wrong. We take all complaints seriously and our aim is to acknowledge, respond and resolve all complaints promptly as per the following process:
1. Receipt of a Complaint
Upon receipt of a complaint, the complaint will be recorded in our Complaints Register.
2. Acknowledgement of the Complaint
We aim to deal with your complaint promptly. We will generally communicate with you by email within 1 business days of being made aware of the nature of the complaint. We will seek to understand the nature of your complaint and whether it is something that can be resolved quickly. If we manage to resolve the issue to your satisfaction within this timescale we will send you a Summary Resolution Communication. This will confirm that we feel we have addressed your complaint, however, should you remain dissatisfied you may refer your complaint to the Financial Ombudsman Service.
If our investigation is likely to take longer than 3 business days, we will acknowledge your complaint formally in writing. In this acknowledgement we will provide the name and title of the person that is handling the complaint. A copy of this “Complaint Handling Procedures Summary” and a copy of our “Complaints Procedures Leaflet” will also be sent with the acknowledgement.
3. Investigating the Complaint
The complaint will be investigated fairly, consistently and promptly. Whilst we attempt to resolve complaints promptly if they are more complex and require detailed investigation we will inform you of this if, after 4 weeks, we have not concluded our investigations.
4. Resolving the Complaint
Once the complaint has been investigated we will attempt to resolve it amicably. Where it is found that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept the offer then we will promptly provide compensation in a manner agreed with you.
5. Complaints Timetable
The Financial Conduct Authority sets out basic requirements that all regulated firms must follow in resolving complaints. Specifically, it requires companies to promptly acknowledge the complaint in writing and thereafter keeps the complainant informed of the progress of the measures the company is taking to resolve your complaint.
If your complaint is not resolved within 8 weeks of receiving the complaint we are required to send you a final response or a written response that:
6. Final Response
Once the complaint has been fully investigated we will send you a final response which either:
A copy of the FOS standard explanatory leaflet will be included with the final response letter, along with an explanation that if you are unhappy with the response received, you can now refer the complaint to FOS but that you must do so within 6 months of the date of our final response letter.
If you wish to raise a complaint please send an email to firstname.lastname@example.org or write to us at:
5th Floor, CAP House
9-12 Long Lane
London EC1A 9HA