Complaints Procedure

Complaints Handling Procedure

It is the aim of M C Turner and Son Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved in a satisfactory time or way.

If you have a complaint:

If you have a complaint about any aspect of our service then M C Turner and Son would like to hear from you. You can contact us by telephone 0118 334 2222 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time, as soon as possible. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the Mark Turner Managing Director.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either: email, calling us on 0118 334 2222 or write to us at M C Turner and Son, The Office, Springfields, Newtown Common, Newbury, Berks. RG209DD.

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. We will send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet which can also be downloaded from the FCA website.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address M C Turner and Son Ltd, The Office, Springfields, Newtown Common, Newbury, Berks. RG209DD.