Your Guide to Our Complaints Procedure

Kuflink are committed to always providing a first-class service. However, we acknowledge that there may be occasions when you feel that this has not been achieved. We take all complaints seriously and will deal with any complaint in the following manner:

Handling Your Complaint

Any complaint Kuflink receives, verbal or written, will be referred to our Complaints Manager or a member of senior management at the earliest opportunity.

Whilst handling your complaint, Kuflink will;

  • Promptly acknowledge the complaint in writing
  • Make contact to seek clarification on any points, where necessary
  • Fully investigate the complaint
  • Keep you informed and discuss our findings with you
  • Provide details for the Financial Ombudsman Service, if necessary

In cases where we cannot respond immediately, you will receive information from us, advising on progress. We aim to give you our final response as soon as possible and no later than eight weeks from the date you first contact us.

The Complaints Manager will conduct the above actions, to establish the nature and scope of your complaint. They will work in accordance with the Financial Conduct Authority’s directions, which advise firms to:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Indirect Complaints

Clients can express dissatisfaction to their Broker about the product provider. In these instances, Kuflink will need to establish whether the complaint relates to the Broker’s service or advice, or Kuflink’s service or performance. If this is unclear, Kuflink will proceed with its investigation so as not to delay the complaint. If appropriate, Kuflink will take the complaint to the Broker in consultation with yourself.

Investigation and Communication

Kuflink aims to investigate and resolve complaints in a timely and effective manner. To this end, the following explains the process undertaken by the firm.

Investigating Complaints

It is Kuflink’s policy to investigate and give equal treatment to all complaints. As a regulated firm, Kuflink must acknowledge complaints deemed eligible by the Financial Conduct Authority and adhere to the additional rights required in law.

The Financial Conduct Authority complaint guidelines apply to complaints deemed eligible, and as such are:

  • Made by, or on behalf of, an eligible complainant
  • Relating to a regulated activity
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience

Kuflink may use a range of methods to communicate with you concerning a complaint. We reserve the right to change the method by which we communicate with you, if we consider that doing so may better meet your needs, or in cases where a previous method has been unsatisfactory.

Complaint communications that you may receive from Kuflink include:

  • For complaints resolved within three days:
    • Summary Resolution Communication,
  • For complaints taking more than three days to resolve:
    • Initial response
    • Holding letter, informing you of your complaint’s current status
    • Final response

Complaint Resolution

Kuflink works to resolve all complaints within a reasonable period. When Kuflink considers a complaint resolved to both parties’ satisfaction, the firm will promptly send you a written communication. The exact nature of the communication will depend on the length of time in which the complaint was resolved.

Complaints Settled within Three Business Days

Where we consider a complaint to be resolved to your satisfaction within three business days, Kuflink will promptly send you a ‘Summary Resolution Communication’. This communication will:

  • Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
  • Demonstrate a clear calculation method for compensation, if offered
  • Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
  • Indicates whether Kuflink consent to waive the relevant time limits, in cases where we have this discretion
  • Provide the web address of the Financial Ombudsman Service
  • Refer to the availability of further information from the Financial Ombudsman Service’s website

Complaints Settled within Eight Weeks

Where we consider a complaint to be resolved to your satisfaction within eight weeks, Kuflink will promptly send you a ‘Final Response Letter’. This communication will:

  • Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
  • Clearly set out the firm’s decision and the reasons for it
  • Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
  • Indicates whether Kuflink consent to waive the relevant time limits, in cases where we have this discretion
  • Provide the web address of the Financial Ombudsman Service
  • Refer to the availability of further information from the Financial Ombudsman Service’s website.

Upon receiving your complaint settlement, if you are dissatisfied with the Kuflink response, you retain the right to refer the matter to the Financial Ombudsman Service. Referral to the Ombudsman must be within six months from the date of Kuflink’s final communication concerning the complaint, after which time you lose the right to refer. If Kuflink does not feel the complaint has been resolved to your satisfaction within eight weeks, the firm will refer the matter to the Ombudsman itself.

Kuflink will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay any fees levied by the Ombudsman promptly.

Contacts

Kuflink’s Complaint Manager – Amy Holbourne

21 West Street,

Gravesend,

Kent,

DA11 0BF

01474 33 44 88

Email: complaints@kuflink.co.uk

 

The Financial Ombudsman Service

Exchange Tower,

London,

E14 9SR

0800 023 4567 (Free for most people ringing from a fixed line) or

0300 123 9123 (Cheaper for those calling from a mobile) or

020 7964 0500 (If calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk