OSL Financial Services Limited
Complaint handling procedures
For OSL Financial Services Limited and its Appointed Representative firms
If you would like this document in larger print or in another format, please contact us.
Your right to complain
We always aim to provide a high standard of service. If you are unhappy with any aspect of the service you have received, you have the right to complain.
OSL Financial Services Ltd (“OSL”) handles all complaints, including those relating to activities carried out by our Appointed Representatives (“ARs”). AR firms do not investigate complaints themselves.
Our actions will be the same whether your complaint is made in writing or verbally. We aim to assess any complaint fairly, consistently and promptly.
How to contact OSL
Our offices are open Monday to Friday 9am to 5.30pm (except bank holidays).
What we do when a complaint is received
Where possible, we'll try to resolve your concerns within 3 working days of receiving your complaint.
Within 3 working days
If we can resolve your complaint within 3 working days, we will:
Contact you by the end of the third day of receiving your complaint, confirming how we have dealt with it.
Further investigation
If we cannot resolve your complaint within 3 working days, we will:
- We will write to you within 5 working days of receiving your complaint.
- Investigate your complaint further.
- We may need to get a signed letter of authority from you so we can collect certain information from other parties on your behalf.
- We aim to complete our investigation within 8 weeks of receiving your complaint.
Our investigation response
Write to you again when we have completed our investigation, confirming:
- Details of our investigation
- Whether your complaint should be upheld or not
- What corrective action or redress (or both) may be suitable
If we haven't been able to complete our investigation within 8 weeks of receiving it, we will write to you again, explaining:
The reason(s) why we have not been able to complete our investigation and when we hope to complete our investigation.
If you are unhappy with our response
If you're not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge, who may be able to help. We'll provide full details of how to do this when we write to you.
What we do if your complaint is not about our firm
If you complain to us, but we are satisfied that the complaint relates to another firm, we will:
- Write to the firm concerned (if we can identify them), explaining that we believe they need to consider your complaint. We will also enclose details of your complaint. If this was made in writing — the copy of your original letter / email. If this was made verbally — written details of the notes we made.
- Write to you, giving you firm's contact details. We will also provide you with a copy of the letter we send to the firm. A copy of the letter we send to you will also be sent to the firm concerned.
Financial Ombudsman Service
Some, but not all, complaints can be referred to the Financial Ombudsman Service. You may be able to refer your complaint if:
- The activity you are complaining about is regulated by the Financial Conduct Authority, and
- You are an eligible complainant (for example, a consumer, a micro-enterprise, a small business, a charity with turnover under £6.5m, or a trustee with assets under £5m)
If your complaint qualifies, we will provide full details of how to contact FOS in our final response letter.
Important
If your complaint relates to unregulated activity such as commercial lending, limited company or SPV buy-to-let, or individual buy-to-let taken wholly for business purposes, or certain packaging-only services, the Financial Ombudsman Service may not be able to consider your complaint. We will make this clear in our final response.
The Financial Ombudsman Service are entirely independent, and the service is free.
Contact the Financial Ombudsman Service
- Post
- The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
- Phone
- 0800 0234 567 or 0300 123 9123
- enquiries@financial-ombudsman.org.uk
- Website
- www.financial-ombudsman.org.uk