Complaint Procedure

Here at The FinProm Pro, we always intend to provide the best possible service for our clients but recognise that circumstances may arise that result in a degree of dissatisfaction. If you are ever dissatisfied with the provision of our service, you can make a complaint to us. Should you make a complaint, you are offering us the opportunity to investigate your complaint, resolve your complaint and improve our services.

This Complaint Procedure sets out how the steps that you should take if you are dissatisfied with any element of our service as well as the steps that we will take once a complaint has been received.

How to Make a Complaint

If you wish to make a complaint, you may do so by any reasonable means. Our contact information is described as follows:

Email: complaints@thefinprompro.com

Information Required

We aim to resolve complaints as quickly as possible. To aid us with the prompt investigation and resolution of your complaint, please kindly be prepared to provide us with the following information when making a complaint:

A description of your concern.
How you would like us to put things right.
Your full name, address, and the company that you are contacting on behalf of.
A phone number and the best time to contact you should we require additional information.

What Happens Next?

Once we have received a complaint, we will issue an acknowledgement, indicating that the complaint has been received and will be investigated. Following this, we will promptly investigate the matter. We may need to contact you for further information i.e., to better aid us in our investigations.

Once we have fully investigated your complaint, we will draft a response which will be sent to you by email or post. The response will detail the investigations we have undertaken, whether we partially or wholly reject your complaint or elements of the complaint, and where necessary, outline how we intend to resolve your complaint. This response will be provided to you no later than 8 weeks following the date on which the complaint was logged as received.

There may be circumstances where it takes longer than 8 weeks to issue a response to your complaint. Should this occur, we will inform you of this and explain when we expect to issue you with a response to the complaint.