How to make a complaint

We understand that things sometimes go wrong and when they do, we’re here to help. If you need to make a complaint, we will offer you a safe space to have an honest conversation, we promise to listen without judgement and give you the time you need to explain your concerns, without charge.

Who should I contact?

If you wish to register a complaint, please write to Peter Penfold (Director and Financial Planner), who can be reached in the following ways:

• You can call us on 015395 61901 between 9am and 5pm, Monday to Friday
• You can send an email at any time to rdb@rdbifs.co.uk
• You can write to us at: RDBIFS Ltd, 1A The Stables, Levens Hall, Kendal, LA8 0PB
• You can complete and submit the form provided on this page

How will my complaint be dealt with?

• We will talk to you about your complaint.
• We will acknowledge your complaint within 5 working days of receipt.
• We will investigate your complaint to the best of our ability. This will include reviewing all related documents, obtaining the recollections of those involved and considering what would seem reasonable, given all we can see.
• If it’s necessary to contact other companies, we will ask you to sign an authority that will allow us to request information on your behalf. This information will only ever be used to assist with the investigation of your complaint.
• We will keep you informed as our enquiries progress. If we have been unable to conclude matters within 4 weeks, we will write to update you.
• We aim to conclude your complaint within eight weeks. Our final decision will confirm the outcome of our findings and if your complaint is upheld, it will confirm the steps we will take to put things right. If we are unable to uphold your complaint, our letter will explain why and the steps you can take if you don’t agree with our findings.
• If we can’t resolve things within eight weeks, we will let you know why and explain how much longer we think we will need.
• If you’re not happy with our final response, or we have been unable to provide it within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
• The FOS offer an independent and free service and can be contacted in the following ways:
  • By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • By telephone: 0800 023 4567
  • By email: complaint.info@financial-ombudsman.org.uk
  • By website: www.financial-ombudsman.org.uk