Complaints procedure
Cork Bays & Fisher is dedicated to delivering excellent client service, and this policy explains how we handle complaints should something fall below your expectations.
Regulatory information
Cork Bays & Fisher is a trading name of Advantage Financial Services Limited.
Advantage Financial Services Limited is registered in England and Wales under company number 03404728. Its registered office is c/o Regus, Eagle House, 167 City Road, London, EC1V 1NR.
Advantage Financial Services Limited is authorised and regulated by the Financial Conduct Authority. Our FCA Firm Reference Number is 308377. You can check this on the Financial Services Register.
The type of activities we undertake includes advising, arranging and dealing as agent. We act on behalf of our customers. We are committed to acting in our customers’ best interests and delivering good outcomes in line with applicable regulatory standards.
We receive commission from insurers and, in some cases, fees paid by customers. Further information about how we are remunerated is available on request.
Complaints
At Cork Bays & Fisher, we are committed to providing a high standard of service. If you are unhappy with any aspect of our service, please let us know so that we can investigate your concerns and try to put things right.
How to contact us about a complaint
As we operate on a fully remote basis, please contact us by email or telephone:
Email: enquiries@corkbaysfisher.co.uk
Telephone: 020 7324 3938
Telephone contact is often the fastest way to resolve a problem.
How we handle complaints
We will investigate your complaint fairly, promptly and impartially. FCA complaint-handling rules require firms to have an effective and clear complaints process, to handle complaints fairly and promptly, and to publish a summary of their in-house process.
If we can resolve your complaint to your satisfaction by the close of the third business day after receiving it, we may send you a summary resolution communication.
If we are unable to resolve your complaint by the close of the third business day, we will send you a prompt written acknowledgement and keep you reasonably informed of the progress of our investigation.
We aim to send our final response as soon as possible. If we have not been able to provide a final response within 8 weeks of receiving your complaint, we will write to explain the reasons for the delay and tell you that you may be entitled to refer your complaint to the Financial
Ombudsman Service. Typically consumers, micro-enterprises and some SMEs are the types of complainant and business that are eligible for Financial Ombudsman Service referral.
Our final response will explain the outcome of our investigation and, where relevant, any offer of remedial action or redress.
Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not issued a final response within 8 weeks of receiving your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. This is a free and independent service.
If your complaint is eligible, you would normally need to refer it to the Financial Ombudsman Service within 6 months of the date of our final response.
Financial Ombudsman Service contact details
Exchange Tower
London
E14 9SR
By telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
