Winterflood Business Services (WBS, We and Us) is regulated and authorized by the Financial Conduct Authority (FCA), as such we are required and are also committed to have in place and operate appropriate and effective formal procedures for handling complaints received from, or on behalf of, an eligible complainant. We will deal fairly and promptly with all complaints that we receive.
WBS is committed to provide the highest level of customer service and handling, any complaints that we may receive are a fundamental part of helping us to achieve this. We acknowledge that despite our best efforts there may be rare instances whereby you are dissatisfied with some aspect of our service and feel the need to express your dissatisfaction.
Although we are never happy to learn that you are dissatisfied, we greatly value your comments and we consider complaints to be a key indicator of how we are treating our customers and by ensuring that the root cause of any complaint is investigated future instances of the complaint can be either minimized or eradicated. This in turn helps us ensure that we are providing the best possible service and are treating our customers fairly.
2. How to make a Complaint
If you are dissatisfied with any aspect of our service and would like to make a compliant then we would like to hear from you. We are committed to ensuring that we make it as easy for you as possible to make a complaint and you can do this in any of the following ways:
Winterfloods Business Services
The Atrium Building, Cannon Bridge House
25 Dowgate Hill
To help us ensure that we are able to address your complaint as quickly as possible please ensure that you detail the following if your complaint is in written form.
3. How we will deal with your Complaint
Upon receipt of your complaint we will record all the details of your complaint. We will then thoroughly investigate your complaint using all the information available to us. We will endeavour to resolve your complaint by the close of the business following the day we receive your complaint, in which case we will not acknowledge your complaint. If we are unable to resolve your complaint in such time because your complaint requires further investigation, we commit to the following:
4. The Financial Ombudsman Service (FOS)
If for whatever reason you are not satisfied with our final response to your complaint you may refer your complaint to the FOS. This is body set up to by the FSA to resolve disputes between consumers and financial firms such as ourselves. To refer your complaint and final response to the FOS for independent review, you must be an eligible complainant. This means you must either be a private individual or a company with a turnover of less than one million GBP.
Please note that the FOS will only investigate your complaint once we have been given the opportunity to resolve your complaint. Their contact details are:
The Financial Ombudsman Services
For your convenience, you may find a copy of all FOS information and contact details at the following web address: www.financial-ombudsman.org.uk
This service is operated by Winterflood Business Services, a registered trading name of Winterflood Securities Limited. Winterflood Securities Limited is registered in England No.02242204. Registered office: The Atrium Building, Cannon Bridge House, 25 Dowgate Hill, London, EC4R 2GA. Member of London Stock Exchange and PLUS. Authorised and regulated by the Financial Conduct Authority (FCA register number 141455).