Complaints Procedure
If I wish to complain, how do I go about it?
You can contact us in any of the following ways to make a complaint:
- By Phone: 01709 521 160
- By email: compliance@intelligentpmi.co.uk
- By writing to us at: Compliance Department, Intelligent PMI Limited, A2 Taylors Court, Parkgate, Rotherham, South Yorkshire, S62 6NU
We will undertake a thorough investigation of your complaint. If we are unable to resolve your complaint by the end of the next working day, we will write to you within five working days of hearing from you to acknowledge your complaint and let you know who is dealing with it.
We aim to resolve your complaint within four weeks of receiving it. If this is not possible we will write to you explaining why we are not yet in a position to resolve your complaint.
If we have not resolved your complaint within four weeks then we will ensure you have a final response within eight weeks. In the unlikely event we are still not able to do this we will write to you explaining why, with an indication of when we expect to be able to resolve your complaint.
If you are not happy with our final response, or we have not given you a final response within eight weeks of receiving your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for an independent review at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0800 023 4567 (free for people phoning from a 'fixed' line such as a land line)
0300 123 9123 (free for mobile users who pay a monthly charge for calls to numbers starting 01 or 02)
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
If you do refer your complaint to the Financial Ombudsman Service, this must be done within six months of receiving our final response. Please remember the Ombudsman Service cannot deal with your complaint until you have first raised it with us.
In making any complaint, your right to take legal action is not affected.