Complaints Management Policy

Introduction

The Company recognises the significance of maintaining an effective and efficient complaints management framework. We are dedicated to a customer-focused approach, welcome feedback, and demonstrate our commitment through our actions and the resources allocated for dispute resolution.

Key Personnel

Compliance Officer: Tasked with enforcing and reviewing this policy and ensuring staff training.

Complaints Manager: Andy Dyer

Review Process

Annual Review: Conducted by the Compliance Officer.

In Case of Major Compliance Breach: The Compliance Officer will reassess the procedure or engage an external compliance consultant.

Approval Process

This policy requires approval by the board of directors.

Overview

Definition of a Complaint: Any expression of dissatisfaction related to our products, services, or the complaints handling process, where a response or resolution is expected.

Reference Standards: Developed with reference to PSR 2017 Schedule 4 and FCA’s PSD Approach Document.

No Charge: There is no fee for submitting a complaint.

Dispute Resolution Procedure

1. Reporting a Complaint

Contact Methods:
Phone: 0800 041 8031
Email: complaints@regencyfx.com
Call Costs: Calls are charged at a basic rate, with no profit to the Company.

2. Investigation

• Acknowledgment: Complaints are acknowledged within five working days.
• Response Time: A final response is usually provided within fifteen working days, extending to a maximum of 35 working days in exceptional circumstances.

Assessment Factors:

• The nature of the complaint.
• Whether the complaint is justified.
• Suitable remedial actions or redress.
• Potential responsibility of other parties.

Actions Taken:

• Propose redress or remedial action if appropriate.
• Clearly communicate the assessment, decision, and any offer of redress.
• Promptly implement any accepted remedial action or redress.

Communication: Keep the complainant informed throughout the investigation.

3. Resolution

• Informing the Client: Notify the client once the issue is resolved and gather feedback.
• Escalation: If the client is unsatisfied, the issue will be escalated through higher levels of authority.

4. Escalation Process

• Procedure: Escalate unresolved complaints by increasing the seniority of staff involved.

5. Final Response

• Final Response Letter Requirements:
• Provide a detailed account of the dispute.
• Address all issues raised in the Complaint Form.
• Reference relevant terms of business.
• Detail any offered redress.
• Indicate that it is the Final Response for referral to the Financial Ombudsman Service.
• Inform the complainant of their right to refer the matter to the Financial Ombudsman Service within 6 months of the Final Response date.

6. Referral to the Ombudsman

• Ombudsman Referral: If a complaint remains unresolved within 8 weeks, the customer may refer it to the Financial Ombudsman.
• Full Cooperation: The Company will fully cooperate with Ombudsman proceedings to ensure prompt and satisfactory resolution.
• Ombudsman Literature: Available through a link on the Company’s website.

Record Keeping

• The Company retains comprehensive records of all complaints, investigations, and resolutions for a minimum of five years.