MiFinity UK Limited is an authorised and regulated by the Financial Conduct Authority (FCA). We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.
Definition Of A Complaint
For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
How To Make A Complaint?
You can make a complaint by completing the online form which can be found on our website www.mifinity.com/legal/complaints-policy/. You can still make a written complaint which can be sent to MiFinity UK Limited, 28 School Road, Newtownbreda, Belfast, BT8 6BT.
What Will We Do Once We Have Received Your Complaint?
Your complaint will be referred to our Client Services Manager. In the event that the Client Services Manager is involved in the subject matter of the complaint, your complaint will be referred to our Compliance Manager. We will acknowledge your complaint in writing within 3 working days.
Investigating And Resolving Your Complaint
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld.,. We will set out our conclusions in a final response to you.
Our Timetable In Responding To You
Once we have acknowledged your complaint, we will keep you informed of our progress. We will deal with your complaint within 15 working days or within eight weeks (in exceptional circumstances) of us receiving your complaint. We will send you either a final response or a written response which:
- explains why we are not in a position to make a final response to you and when we might be expected to provide one;
- informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”);
Financial Ombudsman Service (FOS)
If you are not satisfied with the outcome of your complaint, you have the right to bring your complaint to the attention of the FOS. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response.
We will regard your complaint as closed once we have sent you a final response MiFinity UK Ltd is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.
If you have any questions about our complaints process, please contact our Client Services Department at + 44 28 9587 0100 between the hours of 8:00am and 5:30pm Monday to Friday or email firstname.lastname@example.org