External Complaints Procedure
This document sets out the complaint’s procedure for Open Prepaid Funerals Limited. It has been based on the requirements of the Dispute Resolution Sourcebook issued by the Financial Conduct Authority and meets the requirements of that Sourcebook as well as the principle of Treating Customers Fairly.
Definition
In line with the FCA definition a complaint is;
‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.’
How to make a complaint
Complaints can be made in writing to;
Head of Operations
Open Pre-paid Funerals Limited
Freepost OPEN PREPAID FUNERALS
(It’s important you write it exactly like that)
Email: enquiries@openprepaidfunerals.co.uk
Complaints can be made verbally to;
Head of Operations
Open Pre-paid Funerals Limited
Tel: 0330 660 0072
Eligible Complainant
In order to be eligible to make a complaint about Open Prepaid Funerals Limited (OPF) you need to meet certain criteria. If we decide that the complainant is not eligible then we will write to that complainant accordingly and state our reasons for that decision.
Availability of our Complaints Procedure
It is (OPF)’s duty to ensure that customers are aware of this Complaints Procedure. We publish this on our website. A copy of this procedure is also available on request and sent to a complainant in the event of a complaint.
In addition to making the procedure known to you, you also have access to the Financial Ombudsman Service once we have had the opportunity to resolve your complaint.
The Procedure
Your complaint will be investigated by a senior individual within (OPF) who has sufficient competence to deal with the complaint and who preferably has not been involved in the matter which is the subject of the complaint. (OPF) will deal with your complaint as quickly as possible and will keep you notified of progress on a regular basis.
Where we are able to resolve your complaint by the close of three business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and their conclusion.
If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS), whose details are at the end of this document. We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘want to take your complaint further?’.
Some complaints can be complex or require us to obtain more information. If the investigation into your complaint cannot be concluded by the close of three business days following receipt, you will receive our written acknowledgement setting out our understanding of your complaint and enclosing a copy of these procedures.
We will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint aiming to bring our investigation to conclusion within 8 weeks.
If it has not been possible to conclude our investigation into your complaint fully within 8 weeks, then we will explain why we are not able to make a final response and indicate when we expect to be able to do so. At that stage you may refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.
Final Response
When we give you our final response we will try and explain to you all the reasons why we have come to our conclusion. If we feel that redress is appropriate, we will show how this has been calculated and will have based it upon what we believe is fair and appropriate to your complaint in accordance with guidance issued by the Financial Conduct Authority.
At the same time, we will send you a copy of the Financial Ombudsman Service's explanatory leaflet unless you have already received a copy. This will enable you to refer the matter to the Ombudsman should you be dissatisfied with our decision.
Reporting to the Financial Conduct Authority
We report twice a year to the Financial Conduct Authority on any complaints we receive and how we have dealt with them. This enables the Regulator to check that we have handled matters in accordance with its requirements.
Referring Complaints to other Firms
If, after we have investigated the complaint, we find that the complaint should have been forwarded to another firm, or the responsibility is shared with another firm we will forward the complaint to them. We will advise you of this in writing giving you the contact details for the other firm.
The Financial Ombudsman
The Financial Ombudsman Service contact details are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
website: http://www.financial-ombudsman.org.uk
email: complaint.info@financial-ombudsman.org.uk
phone: 0800 023 4567 or 0300 123 91