investigating-complaints

Investigating
Complaints

Investigating Complaints

It is Deppy’s policy to investigate and give equal treatment to all complaints. As a regulated firm, Deppy must acknowledge complaints deemed eligible by the Financial Conduct Authority and adhere to the additional rights required in law.The Financial Conduct Authority complaint guidelines apply to complaints deemed eligible, and as such are:

  • Made by, or on behalf of, an eligible complainant
  • Relating to a regulated activity
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience

Deppy may use a range of methods to communicate with you concerning a complaint. We reserve the right to change the method by which we communicate with you if we consider that doing so may better meet your needs, or in cases where a previous method has been unsatisfactory.

Complaints Settled within Three Business Days

It is Deppy’s policy to investigate and give equal treatment to all complaints. As a regulated firm, Deppy must acknowledge complaints deemed eligible by the Financial Conduct Authority and adhere to the additional rights required in law.The Financial Conduct Authority complaint guidelines apply to complaints deemed eligible, and as such are:

  • Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
  • Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
  • Provide the web address of the Financial Ombudsman Service
  • Refer to the availability of further information from the Financial Ombudsman Service’s website

Complaints Settled within Eight Weeks

Where we consider a complaint to be resolved to your satisfaction within eight weeks, Deppy will promptly send you a ‘Final Response Letter’. This communication will:

  • Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
  • Clearly set out the firm’s decision and the reasons for it
  • Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
  • Indicates whether Deppy consent to waive the relevant time limits, in cases where we have this discretion
  • Refer to the availability of further information from the Financial Ombudsman Service’s website.

Contacts

Deppy’s Complaint Manager

The Financial Ombudsman Service

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