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Complaints Procedure

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WE CAN HELP

At St. James’s Place Bank, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage you to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have. Our procedures meet the standards set by the Financial Conduct Authority (FCA). The FCA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FCA website. Or you can contact them on 0800 111 6768.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with St. James’s Place Bank.

Telephone

Our Administration Centre staff are available to speak to you seven days a week on 0345 602 6200. Most clients' concerns can be resolved by our staff, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation.

Post

If you prefer, write to us at:

St. James’s Place Bank
Client Relations
P.O. Box 17317
Edinburgh
EH12 1AZ

Investigating complaints

  • We will do all we can to resolve your complaint on the same day.
  • If we do not manage to resolve the complaint within five working days we will write to give you an update and let you know when you can expect a full resolution.
  • Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a 'final response' to your complaint.
  • The Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before the deadline.

If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service.

We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered to you via a third party, you may wish to contact them directly.

For matters relating to Pinnacle Insurance plc (existing clients only):

Pinnacle Insurance plc
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

Telephone: 020 8207 9005

For matters relating to Halifax General Insurance Services Limited (existing clients only):

Halifax General Insurance Services Limited
Trinity Road
Halifax
West Yorkshire
HX1 2RG

Telephone: 01422 439 901

Payment Protection Insurance Complaints

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don't need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.

How to make a complaint and PPI Q&As.

Referral to an Ombudsman

We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them on:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: enquiries@financial-Ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

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