Complaints

All complaints are recorded on our Complaints Log.

Upon receiving the complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint’s resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. CHFinance’s Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the reasons for any additional delay. This letter will inform the complainant that they are entitled to contact the Financial Ombudsman Service (FOS) if they are not satisfied.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant and the complainant’s response will be retained.

How long we keep complaint records

• At least five years where the complaint relates to MiFID business; and
• Three years for all other complaints.

The final response letter sent to the customer will include the address and other contact details of FOS and a copy of the FOS’s standard explanatory leaflet. If the complainant is unsatisfied with the resolution of the complaint, they have the opportunity to pursue the complaint via the FOS scheme within six months of the date of our final response.