JOR Property Ltd is committed to providing a high standard of service to all our clients. We acknowledge that from time to time, things can go wrong, and when they do, we encourage our customers to inform us about their dissatisfaction. This policy has been designed to ensure that all financial complaints are handled as efficiently and effectively as possible as per the guidelines issued by the Financial Conduct Authority (FCA).
This policy covers complaints related to financial services provided by JOR Property Ltd, including but not limited to billing, invoicing, and other financial transactions.
Customers who wish to make a complaint may do so in the following ways:
· By Email: [email protected]
· By Phone: 01224 894964
· In Writing: 184-192 Market Street, Aberdeen, AB11 5PQ
Please provide as much detail as possible about your complaint, including your account details, the nature of the complaint, and how you would like us to resolve the issue.
All complaints received will be acknowledged promptly, within 5 business days. This acknowledgement will include information about who is handling your complaint and our complaints handling process.
We aim to resolve complaints at the earliest possible stage. We will conduct a thorough investigation, which includes reviewing the circumstances of your complaint and speaking to the relevant team members involved. A full response or a summary resolution communication will be provided within 8 weeks from the date we receive your complaint, as per FCA requirements.
Should you remain unsatisfied with the initial response, you have the right to escalate your complaint to a senior manager who will review your case independently.
Our final response will detail the outcome of our investigation, including our decision and the reasons for it. If you are dissatisfied with our final response, or if 8 weeks have passed since making the complaint and no final response has been sent, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.
If you are not satisfied with our final resolution, you can contact the Financial Ombudsman Service for independent review:
· Address: Exchange Tower, London, E14 9SR, United Kingdom
· Phone: 0800 023 4567 (freephone) or 0300 123 9123
· Email: [email protected] · Website: http://www.financial-ombudsman.org.uk
Please note that you must contact the Financial Ombudsman Service within six months of the date of our final response.
All complaints received and the actions taken to resolve them will be recorded. We will retain these records to help us monitor our performance and improve our services.
This policy will be reviewed annually to ensure it remains effective and compliant with FCA guidelines.
For any inquiries unrelated to complaints, please contact our office at 01224 894964 or email us at [email protected].