1. Introduction

At JPB Financial Planning, we are committed to delivering services to the highest possible standards. However, if for any reason you feel dissatisfied with any aspect of our service, please let us know as soon as possible.

Our dedicated complaints team will handle your complaint competently, diligently, and impartially, in line with our regulatory obligations.

2. How to Make a Complaint

If you wish to make a complaint, you can do so by telephone, email, or post. Our contact details are listed below.

To help us process your complaint efficiently, please provide:

•  Your full name and address
• Details of how we can contact you (email/phone number)
• A clear description of your complaint and any third parties involved (if applicable)
• What outcome you are seeking
• Copies of any relevant documents or evidence

3. What Happens Next?

We aim to resolve all complaints as promptly as possible. Upon receiving your complaint:

• We will acknowledge your complaint within three working days.
• If we are able to resolve your complaint within this time, we will issue a Summary Resolution Communication confirming the matter has been resolved.
• If further investigation is required, we will send you an initial response letter summarizing your complaint and outlining the next steps.

We will provide a final response within eight weeks of receiving your complaint. If we cannot meet this deadline, we will update you on the progress and explain why it is taking longer.

Our final response letter will:

• Detail our investigation and findings
• Outline any proposed resolutions
• Inform you of your right to refer the matter to the Financial Ombudsman Service if you are not satisfied

If you wish to escalate the complaint, you must do so within six months of the date of our final response. Please note that the Financial Ombudsman Service cannot review a complaint if:

• More than six months have passed since our final response
• The complaint relates to events more than six years old, or (if later) more than three years since you became aware (or should have become aware) of the cause for complaint

We will inform you if we agree to waive these time limits in accordance with FCA Dispute Resolution rules.

4. Forwarded Complaints

Where a third party is solely or jointly responsible for the subject of your complaint, we will promptly forward the complaint to them and notify you accordingly.

If JPB Financial Planning is jointly responsible, we will investigate and respond to the part relevant to our firm. Where we receive a forwarded complaint, standard response timeframes will apply from the date we receive it.

If you are dissatisfied with the outcome after forwarding, you may still be entitled to refer your complaint to the Financial Ombudsman Service.

5. Complaints Handling Contact Information

Complaints Department
JPB Financial Planning
11 Market Place,
Macclesfield,
Cheshire,
SK10 1EB

Telephone: 01625 613 940

Email: info@jpbfinancialplanning.co.uk

Head of Compliance: Will Beighton

6. Further Support

If you remain dissatisfied after we have provided our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS), provided your complaint falls within their remit.

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Consumer Helpline: 0800 023 4567 or 0300 123 9123

Switchboard: 0207 964 1000

Fax: 0207 964 1001

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk