Complaints Policy :: Lansdown Financial Limited

Complaints Policy

Your right to complain

These are the internal complaints handling procedures of Lansdown Financial Limited (referred to below as “LFL”).

LFL strives to offer the best service possible. However, every so often a consumer can feel unhappy. Perhaps you had to
wait for ages, only to find out that there is very little we can do for you. Perhaps you felt that you were not treated with
respect or courtesy. Perhaps our advice didn’t help or was wrong.

Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints
procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise.

We strive to learn from our mistakes, what you tell us helps to improve our service to you and others.

We will treat your complaint confidentially, seriously and quickly.

What can I do?

It is important to let LFL know that you are unhappy and to give us the chance to put things right. Don’t be afraid to ask
to speak to a manager – she or he might be able to sort out the problem straight away. Otherwise, move to the more
formal process.

Making a formal complaint

There are several ways to make a complaint.

1. Tell us in person if you are at our offices
2. Email:
3. Phone: 0121 630 2040
4. All written complaints should be addressed to:
The Complaints Manager
lansdown Financial Limited
2nd Floor Quayside Tower
252-260 Broad Street
B1 2HF

Acknowledging your complaint

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, giving the
name or job title of the individual handling the complaint, together with a copy of these internal complaints handling

Investigating your complaint

Your complaint will be investigated by the Complaints Manager. If this person was involved in the matter which is the
subject of the complaint, then we will substitute another person of at least the same competence (if possible to do so).
The Complaints Manager will have the authority to settle complaints (including the offering of redress where
appropriate) or ready access to someone with the necessary authority.

Responding to your complaint

Our final response to your complaint will address the subject matter of your complaint. If your complaint is upheld, you
will be given a full apology and, where appropriate, be given details of any action that LFL is taking to put things right.

LFL will aim to send you a final response to your complaint within eight weeks of receipt. However, if we are not able to
provide a full response within eight weeks, e.g. because the issue is complicated, the reasons for the delay will be
explained and we will indicate when we expect to be able to provide the final response.

Legal Ombudsman Service

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal
Ombudsman. The Legal Ombudsman investigates complaints about poor service from claims management companies.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within
three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this
must be done within six months of our final response to your complaint.

If you would like more information about the Legal Ombudsman, their contact details are as follows:


Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic
numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and
monitoring purposes.

For minicom call 0300 555 1777


Legal Ombudsman
PO Box 6804,

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer
copies and then destroy the originals.