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Complaints Policy.

Olton Alexander Limited takes great pride in maintaining a high standard of service for all our clients. However, we acknowledge that there may be instances where expectations are not met. Our commitment is to handle complaints fairly, promptly, and consistently. While our primary goal is to resolve issues at the initial point of contact, should this not be achievable, the following procedure outlines how you can submit a complaint to us:

To file a complaint, please reach out to us via

Email at:
customercare@oltonalexander.co.uk

In writing to:

Customer Care Manager
Olton Alexander Limited, Cardinal Point, Park Road, Rickmansworth, WD3 1RE

For a more efficient process, kindly provide comprehensive information, including your preferred resolution for the issue.

We will acknowledge receipt of your complaint within 5 working days. Within 8 weeks, you will receive either:

  • A final response adequately addressing the complaint; or
  • An update explaining why a final response is still pending, along with an estimated timeframe. You will also be informed of your right to escalate the matter to the Financial Ombudsman if dissatisfied with the delay. The communication will include details on how to contact the Financial Ombudsman.

If redress is deemed appropriate, fair compensation will be provided. Redress may not always be monetary but could involve an alternative form of resolution or an apology.

Should you remain dissatisfied with our response or if the complaint remains unresolved after eight weeks from acknowledgment, you may escalate your complaint to the Financial Ombudsman service at no cost, provided you do so within six months of receiving our final response letter.

Failure to refer your complaint within this timeframe may limit the Ombudsman’s ability to consider it, unless exceptional circumstances are evident.

For inquiries, the Financial Ombudsman service can be reached at: 0800 023 4567. Additional information is available on their website: www.financial-ombudsman.org.uk.

hunter clark
Hunter Clark