North ·  0800 781 1822 South ·  0800 781 0639

Complaints Policy

Policy statement

From time to time, Rural & Business Specialists Ltd (R&BS Ltd) will inevitably get a complaint.  In such circumstances we will aim to resolve the matter with you in an informal and timely manner.

If this fails to resolve the matter to your satisfaction, you may be able to refer the complaint to the

Financial Ombudsman Service.

Complaints procedure

Step 1 :  Firstly, you must let your usual contact at R&BS know that you are dissatisfied.  Your complaint could be dealt with informally and quickly and without further action on your part.

Step 2 :  In circumstances where the consultant is not able to resolve your complaint, or you remain dissatisfied, you can raise the matter with a Director of R&BS as follows:

Jim Richards (Director)
The Raylor Centre, James Street, York YO10 3DW

Rob Lister (Director)
R&BS Ltd
Nurstead Court, Nurstead Court Lane, Meopham, Kent DA13 9AD

You should do so by email or letter and include the following details:

  • Your name and address
  • Details of how we can contact you
  • The name of the consultant you have been dealing with
  • A clear description of your complaint and whether any 3rd party is involved
  • Details of what you would like us to do to resolve your complaint
  • If appropriate, copies of any relevant supporting documentation.

We will contact you within 3 working days to let you know we are considering your complaint and ask for clarification on points if necessary. 

R&BS Ltd will aim to resolve your complaint within 30 days of receipt.

Appropriate Investigation of Complaints

R&BS Ltd will ensure that all complaints are investigated by an individual with sufficient competence who, where appropriate, was not directly involved in the matter giving rise to the complaint.  This will usually be a Director.

The Director responsible for the investigation will examine all documentation in relation to the complaint and will interview, where appropriate, any R&BS consultant or colleague involved.

R&BS Ltd will endeavour to provide a full and final response to complaints at the earliest possible opportunity.  If in the unusual circumstance a formal response has not been provided withing 30 days, a letter explaining the delay to the complainant will be issued covering:

  • the reason for the continued delay
  • when the firm anticipates being able to provide a final response
  • the right of the complainant to refer the matter to the Financial Ombudsman Service and enclosing a copy of the Financial Ombudsman Service’s leaflet.

Complaint outcomes

Where redress is found to be appropriate, R&BS Ltd will provide the complainant with fair compensation for any acts or omissions for which it is found responsible. The Director has the necessary authority to offer redress.  This need not be financial and could include, for example, an apology. The final response letter will explain the complainant’s right to refer the matter to the Financial Ombudsman Service and enclose a copy of the Financial Ombudsman Service’s leaflet.  

The response will also indicate that the complainant has a six-month timescale in which to refer the matter to the Ombudsman, which will commence on the date that the final response is issued by R&BS Ltd. 

The result of the investigation will be entered into the Complaint Register.

Co-operation with the Ombudsman

R&BS Ltd will cooperate at all times with the requirements of the Financial Ombudsman Service.

If the case is referred to the Ombudsman, the Director will submit a report along with any supporting documentation.

Record Keeping

R&BS Ltd will keep a record of each complaint received, the measures taken for its resolution, and retain that record for a period of 6 years. 

Action against R&BS consultants and colleagues

In all instances, the Director will communicate the findings of the investigation to the consultant or colleague including any matters which require a change in approach or behaviour by the consultant or colleague.  Action may include mentoring, coaching or further training.  In severe cases, and where the reputation of R&BS is at risk, R&BS reserves the right to terminate the contract of the consultant or colleague.

Complaints about other firms

Where a complaint is received in respect of advice provided by another firm, it is important that the customer is treated fairly.  In such circumstances the Director will acknowledge the complaint and provide the contact details of the firm concerned.

Additionally, a copy of the complaint will be forwarded to the firm concerned requesting that they contact the complainant.