At Impact Financial Services Limited, we aim to deliver exceptional service to all our clients and their families. However, we recognise that at times things may not go as expected. If you are unhappy with any aspect of our service, or believe that something has gone wrong, we encourage you to let us know immediately. We take all complaints seriously and will seek to resolve them as quickly and fairly as possible. Some matters may require more detailed investigation or communication with third parties and may therefore take longer to conclude. Where appropriate, we will offer fair and proportionate redress in line with FCA Rules and Financial Ombudsman Service (FOS) guidance.
We treat any expression of dissatisfaction, whether written or verbal, justified or not, as a complaint. Any client making a complaint, or requesting information about our procedure, will receive a copy of this document.
Upon receipt of a complaint, the matter will be referred to our Compliance Director:
Compliance Director: Jakub A. Madejewski
Company: Impact Financial Services Limited
Address: 15 Suite, Unit 4, Blenheim Court, Peppercorn Close, PE1 2DU
Email: complaints@impactfs.uk
Telephone: 01733 924 329
A complaint is considered eligible where it relates to a regulated activity and where the client may have suffered financial loss, material distress or significant inconvenience.
We distinguish between complaints that can be resolved quickly and those requiring a formal investigation. If a complaint can be resolved to your satisfaction within three business days of confirming its nature, we will issue a written Summary Resolution Communication confirming the details of your complaint, the agreed outcome and your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied.
If we are unable to resolve your complaint informally within three working days:
We will acknowledge your complaint in writing within five working days.
If you have made an oral complaint, this letter will summarise our understanding of the matter so that you can confirm its accuracy. Where appropriate, this acknowledgement may also include an initial offer of resolution.
If your complaint relates to a product or service we arranged for you but responsibility lies with a third party, we will forward your complaint to that third party within five working days and inform you in writing, including their contact details.
Our acknowledgement will confirm that we will carry out a fair, prompt and thorough investigation. The Compliance Director will review all relevant information, including the customer file and any additional documentation. If the complaint concerns work undertaken by the Compliance Director, another senior member of staff will conduct the investigation.
Once the investigation is complete, we will send you a Final Response letter setting out:
• our assessment of the complaint
• our final decision
• any offer of redress, where appropriate, based on what is fair and reasonable in the circumstances
• your right to refer the complaint to the Financial Ombudsman Service if you do not agree with our conclusion
If you do not respond to our settlement offer within eight weeks, we may treat the matter as closed.
If we are unable to provide a Final Response within eight weeks of receiving your complaint, we will write to you to explain:
• the reason for the delay
• the work completed so far
• when we expect to issue our Final Response
• your right to refer the complaint to the Financial Ombudsman Service at this stage
A leaflet explaining how to refer a complaint to the Ombudsman will be enclosed.
If you remain dissatisfied after receiving our Final Response, or if eight weeks have passed without a resolution, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. You must do so within six months of the date of our Final Response letter.
The Ombudsman can be contacted at:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
If you do not refer your complaint within six months, the Ombudsman may be unable to review the matter unless exceptional circumstances apply.
We assure you that all complaints are handled with the utmost seriousness. We aim to resolve every issue fairly, efficiently and with full transparency, while maintaining accurate records throughout the process.
