making a complaint.

Our aim is to provide you with excellent service at all times. However, we do understand things can sometimes go wrong. If this happens, we will do our best to resolve your concerns as quickly as possible.

Our aim is to provide you with excellent service at all times. However, we do understand things can sometimes go wrong. If this happens, we will do our best to resolve your concerns as quickly as possible.

If you have an issue with any aspect of our service you can raise your concerns with us, either in writing or by telephone.

The Compliance Officer
Rowanmoor
46-50 Castle Street
SALISBURY
SP1 3TS

t.   03445 440 440
e.  enquiries@rowanmoor.co.uk


Complaints process

1. Acknowledgement. 

We will acknowledge your complaint in writing, by letter or email, summarising our understanding of your concerns, within five working days. There may be times when it is easier for us to call you to make sure we fully understand  the issues you are raising. Again, we will do this within five working days.

2. Investigation. 

Your complaint will be looked after by our Compliance Team, who will conduct an independent and impartial investigation.

3. Response. 

Once we have completed our investigation into your complaint we will issue a final response letter to you. This letter will be sent out within eight weeks of receiving your complaint and will detail our findings and advise of any further action we may choose to take. This is the final stage of our complaints process. If, for any reason we are unable to issue our final response within eight weeks of receiving your complaint, we will write to you and explain why. We will also let you know when you can expect our final response. At this point we will provide you with details of the appropriate Ombudsman service and explain how you can refer your complaint to them if you wish.


Still dissatisfied?

If you are dissatisfied with our response you may refer your complaint to the appropriate Ombudsman service. You have six months from the date of our final response letter to refer the matter to the Ombudsman. The firm will not consent to the Ombudsman considering the complaint after this six month period has elapsed.

If your complaint relates to the administration or management of your pension scheme you can contact:

The Pensions Advisory Service
11 Belgrave Road
London
SW1V 1RB

t.    0845 601 2923
w.  pensionsadvisoryservice.org.uk

The Pension Ombudsman
11 Belgrave Road
London
SW1V 1RB

t.    0207 630 2200
w.  pensions-ombudsman.org.uk

All other complaints may be referred to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

t.    0800 023 4567
w.  financial-ombudsman.org.uk