LHK Financial Complaints Process
At LHK Financial we look at complaints objectively and aim to provide the fairest outcome for our customers. We are grateful for the feedback provided by our customers. It gives us the opportunity to see where things may have gone wrong and how we can put them right. We use this information to continuously improve our business and processes to ensure we are providing the best service possible.
It is our policy to ensure that our customer’s complaints are dealt with fairly and timely and that problems are resolved as quickly as possible with minimum fuss. Our objective in dealing with complaints is to respond fully to the issues raised and at the same time endeavour to bring the case to a conclusion efficiently and promptly. In the event of a complaint the following code will apply:
The complaint is logged and recorded on a complaints register, taking into consideration;
i) Can the issue be resolved quickly and efficiently and any action required
ii) What measures can be taken to prevent a re-occurrence
iii) What action has already been taken to prevent a re-occurrence.
We will acknowledge the complaint in writing within 5 business days of receipt.
Normally the complaint will be resolved within 28 calendar days, however if this is not possible the complainant will be sent a written progress update every 20 business days by a nominated individual within our firm. This will state when the client will receive a comprehensive response (within 40 business days of your initial complaint) and also explaining their rights to take your complaint to the Financial Services and Pensions Ombudsman (the FSPO) should this be necessary.
If the complaint cannot be resolved satisfactorily within Step 1, the complaint can be elevated to our Compliance Director, Mr Graham Hohn, to request a review and seek resolution.
If the response to the complaint is not satisfactory, the Financial Ombudsman Service may be of assistance. The Financial Services and Pensions Ombudsman (the FSPO) is an independent officer whose remit is to investigate, mediate and adjudicate unresolved complaints of customers about financial service providers. Our full complaints procedure is available on request. The complaint must be taken to the Financial Ombudsman Service, if the complainant is not satisfied with the Compliance Director’s response within 6 months of the issuing of a Final Response Letter.
The Financial Services and Pensions Ombudsman can be contacted at:
Email: info @fspo.ie
Phone: +353 (1) 567 700
The outcome of the investigation will be noted in the complaints log. The complaints log will be retained permanently and will be available for inspection by The Central Bank of Ireland if required.
All correspondence in relation to customer complaints will be retained for a minimum of six years from the date of the last correspondence about the matter. The correspondence will be stored in the client file on our internal system.
LHK Financial will provide information about the subject matter of the complaint to the Financial Services and Pensions Ombudsman or The Central Bank of Ireland if requested to do so.