Objective/Purpose
The purpose of our Complaints Policy is to ensure that all complaints are handled in an effective, efficient and professional manner. The aim is that the complaint is resolved to the complainant’s satisfaction.
According to the FCA DISP 1.3, complaints must be dealt with in an effective and transparent manner and the Branch must have clearly laid down procedures in relation to the same.
BNI London must maintain effective and transparent complaints management policies and procedures for the prompt handling of clients’ or potential clients’ complaints and tries its utmost best to serve all customers as best as possible. However, we recognise the fact that sometimes customers will be displeased with our services. To this end, BNI will ensure the issue is resolved as quickly and amicably as possible. The outcome of the same will be conveyed to the customer in writing immediately providing them with the options available to them should they not be satisfied with the outcome of the case. This includes inter alia referring the case to The Financial Ombudsman Service or an alternative dispute resolution entity.