If you are unhappy in any way with our advice or service you have received from Premier we offer you a clear complaints handling procedure which we explain below. Our aim is to deal with complaints fairly, consistently and in a timely manner.
We will write to you promptly to let you know we have your complaint. If we can respond to your complaint at the same time we will, otherwise we will tell you how we intend to deal with it.
We will look in to your complaint and, if we need more information from you to resolve it, we will write to you or phone you to explain what we need.
Once we have completed our investigation, we will write to let you know:
Our regulator, the Financial Conduct Authority, expects us to resolve most complaints within eight weeks. We are committed to achieving this and, where possible, resolving complaints even sooner.
If we do not have all the information we need to resolve it and need to collect this, or if there is a time delay for any other reason, we will write to you to let you know what is happening.
In the unlikely event your complaint takes longer than eight weeks to resolve, we will write to you at that time to explain why. We will also let you know whether and how you can refer to the FOS if you are unhappy with the delay. We will then keep in touch with you regularly until we have completed our investigation.