At Hamilton Fraser we aim to provide our clients with the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

If you feel that you have cause to complain please follow the steps below

1. How to make a Complaint

• Writing to The Business Delivery Director, Kingmaker House, Station Road, Barnet , Herts EN5 1NZ
• Telephoning 0845 310 6300
• E-mailing complaints@hamiltonfraser.co.uk
• Faxing 0845 310 6301

2. Our Complaints Handling Procedure

1. We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.
2. If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Services Authority, such as an insurer, we will promptly provide you with the full contact details for the firm to ensure that your complaint is re-directed to the correct company without delay.
3. We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our response to you in writing no later than eight weeks after receipt of your complaint.
4. We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our final response is not issued within eight weeks of the date we received your complaint, we will write to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
5. If you are not satisfied by our response, you can ask us to review your complaint again and advise us of any additional information you believe may be relevant to our review. We will then review your complaint once more and provide you with our final response.
6. If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you if you are unhappy with the delay.
7. If you are a private individual or firm, charity or organisation with a turnover of less than £1,000,000, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our initial or final response.
   The FOS can be contacted by:
   
   Accessing the website click here
   Telephoning 0845 080 1800
   
   We will provide whatever assistance we can to the FOS and abide with their final decision.

Your right as a customer to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. However, the FOS will not adjudicate on any cases where litigation has commenced.