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.

Complaints Resolution

The Branch will on a best endeavour basis aim to resolve complaints as soon as possible. If however the complaint cannot be resolved immediately, the Branch will send the complainant in order to manage their expectations.

Record Keeping

BNI must keep a record of complaints for at least 3 years from the date of receipt of the complaint. The record kept must include inter alia the complaint, the work papers regarding resolution and the response sent to the complainant.

Roles and Responsibilities

Senior Management reviews the outcome of all complaints before they are relayed to the complainant to ensure that it has been dealt with fairly.

Whilst BNI London aims to resolve all complaints to the satisfaction of the complainants, we appreciate the fact that there might be some unfortunate instances where this is not the case. The complainant therefore has recourse for escalation as follows:

Financial Ombudsman Service

Email: complaint.info@financial-ombudsman.org.uk

Phone no: 0800 023 4567 (local calls)

+44 20 7964 0500 (international calls)

Online: Contact us (financial-ombudsman.org.uk)