Complaint Filling Process
Complaints policy
We value all our clients and take complaints very seriously. If you are unhappy about any aspect of the service you have received from us, please contact us by emailing formalcomplaints@shpun.co.uk.
When you email us, please provide us with all relevant details of your complaint, and your contact details.
What we will do
We will acknowledge receipt of your complaint, to the email address you provide, within 2 business days.
We will provide a full written response by email within 15 business days unless we consider your complaint warrants exceptional circumstances. Where this is the case, we will inform you of this, explain why there is a delay and will in any event provide a full written response by email within 35 business days.
If you are not satisfied with our response
If you are not happy with our response to your complaint, or if we have not responded to you within 35 business days, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). When we send you our final response, we will explain what would make you eligible to refer your complaint to the FOS.
If you wish to refer your complaint to the FOS, you must do so within 6 months of the date of our final response to your complaint.
You can contact the FOS by
• Writing to Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Calling on 0800 023 4567
• Complaining on the FOS website at financial-ombudsman.org.uk/contact-us
Please contact us for a copy of our full Complaints Handling Policy.