Interpath Ltd Complaint Handling Procedures for FCA Regulated Activities
Interpath Ltd (trading as “Cleanslate”) undertakes to investigate any complaints we receive promptly and to do what we can to resolve the concerns of anyone making a complaint.
What is a complaint?
The FCA defines a complaint as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer):
- financial loss;
- material distress; or
- material inconvenience
Who should a complaint be addressed to?
We ask that in the first instance you address your complaint to a Managing Director or another senior member of staff who handles your affairs at Interpath Ltd.
If you are not able to reach a satisfactory resolution in this way then please send your complaint by email to firstname.lastname@example.org or addressed to:
Libby Elliott, Head of Risk Interpath Ltd, c/o 15 Canada Square, London, E14 5GL.
Ali Wisbey, Head of FCA Compliance, Interpath Ltd, c/o 15 Canada Square, London, E14 5GL.
Format of complaints
To help us manage your complaint and respond to you as quickly as possible, we would encourage you to use the above email address when making a complaint or notifying us of any concerns. You can of course, make your complaint by any method such as e-mail, letter, telephone or in person.
Investigation of complaints
Where a complaint is received, our team will investigate it. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within eight weeks of receipt.
Timescale for initially responding to complaints
We will acknowledge your complaint promptly (generally within five business days) in writing and will include written details of our complaints handling procedures. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
Final or other response within eight weeks
We will either send a final response (as described below) within eight weeks or, at the end of that period, a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response. This response will inform you whether you are entitled to refer the complaint to the Financial Ombudsman Service (the 'Ombudsman') if you are dissatisfied with the delay and will enclose a copy of the Ombudsman's explanatory leaflet.
This will either:
- uphold the complaint and, where appropriate, offer redress or
- reject the complaint and give reasons for doing so.
The final response will advise you whether you may refer the complaint to the Financial Ombudsman Service if you are not satisfied. It will include a copy of the Financial Ombudsman Service's explanatory leaflet.
Referring complaints to the Financial Ombudsman Service
Should you still not be satisfied by our final response, you may be entitled to refer your complaint to the Ombudsman for its consideration. Where you wish to do so, you should do so within six months (from the date the final response was issued) as your complaint may otherwise be time-barred under the Ombudsman's rules.
Details can be found at the following website http://www.financial-ombudsman.org.uk/
The Ombudsman can be contacted at the following address:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Tel no: 0800 023 4567