Complaints Procedure

1.    We are confident of providing a high quality service in all respects. Our aim is to give all clients a quality service, advice and representation in a courteous and friendly manner, to explain what we are doing on your behalf and why, and regularly to report the progress of your matter to you.

2.    If you have a complaint, please ask for a copy of our complaints procedure. You may make a complaint by contacting us in the following ways:


a)    Phone:0161 5092 416;


b)    Email: info-clients@palmira.co.uk; or


c)    Post: Whins Lodge, Whalley Old Road, Langho, Lancashire, BB6 8DU, UK

3.    We will acknowledge your complaint within five days, giving you the name or job title of the individual handling the complaint for us, together with details of our internal complaints handling procedures

4.    We will seek to provide a full response within four weeks; if we are unable to do so we will send a final response within eight weeks of your initial complaint

5.    If you are not satisfied with the handling of your complaint, or we do not respond within eight weeks, you may refer the matter to the Financial Ombudsman Service

6.    If you have a complaint in respect of Claims Management Services, you can complain to the Financial Ombudsman Service as follows:

a)    calling them on 0800 023 4567;


b)    write to them at Financial Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR;


c)    visiting the website at http:// www.financial-ombudsman.org.uk;

7.    To report a complaint to the Financial Ombudsman Service, you must do so within either six years of the problem leading to the complaint happening, or three years from when you found out about it, you must also refer your complaint to the Financial Ombudsman Service within six months of our final response to your complaint. If you do not meet those timelines, the Legal Ombudsman may not be able to help you
 

You are not required to use the services of a Claims Management Company to pursue your claim; as you could present your claim yourself for free to the Financial Advisory firm. If your complaint is not successful you can refer it to the Financial Ombudsman Service (FOS) or to The Financial Services Compensation Scheme (FSCS) if the Financial Advisory firm is no longer in business.

Palmira Capital Limited registered office:  Whins Lodge, Whalley Old Road, Langho, Lancashire, BB6 8DU, UK. Registered in England company number 11357812. Palmira Capital Limited is authorised and regulated by the Financial Conduct Authority (see the FCA register at www.fca.org.uk/register/ reference: 838259

Palmira Capital Limited is registered with the Information Commissioner (ICO) Registration: ZA474904