Complaints Policy
We aim to provide a high-quality standard of service at all times. When that doesn’t happen we want to know why. We will listen and learn from your feedback to help us get it right next time.
If you have not received a high-quality of service please contact us either by email, telephone or letter at the following address:
Complaints Officer, Kerr & Watson Limited, Pembroke House, 8 St. Christophers Place, Farnborough, Hampshire, GU14 0NH.
Telephone: 01252 224 620
Email: info@kerrandwatson.co.uk
What will happen after we receive your complaint?
We will investigate your complaint, and, if we are able to resolve it to your satisfaction within three business days of receipt we will deal with your complaint as follows:
- Within five business days a written acknowledgement will be sent to you. This will provide the name and job title of the individual who is handling the complaint and include details of Kerr & Watson’s internal complaints handling procedures. We will investigate your complaint as a matter of urgency, and respond at the earliest opportunity. However, some complaints can take longer to investigate, and our regulator requires us to handle your complaint fairly and in a timely manner. Therefore, we will undertake to operate the following maximum timescales.
- Within 4 weeks of receiving the complaint, we will send you either:
- A final response.
- An explanation as to why we are not yet in a position to resolve your complaint and indicating when we will make contact again.
- Within 8 weeks of receiving your complaint, we will send you either:
- A final response which: informs you of the outcome of our investigation into your complaint and that you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with our response.
- A response which: explains that Kerr & Watson is still not in a position to make a final response, provides reasons for the delay and will indicate an anticipated resolution date; and inform you of your right to refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.
What if you are dissatisfied with our response?
If you are dissatisfied with our final response to your complaint, or if we are unable to resolve your complaint within 8 weeks, you will have the right to refer your complaint to the Financial Ombudsman Service. To contact the Financial Ombudsman Service:
- Call free on 0800 023 4567
- Visit the website and fill out the online form
- Write to Exchange Tower, Harbour Exchange, London, E14 9SR
Please note that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.
Please also be aware that some complaints are not eligible to be referred to the Financial Ombudsman Service (for example – enquiries relating to Buy to Let mortgages) and where this is the case, we will inform you of this when we send you our final response.