We are committed to providing you with first class customer service. However, there may be occasions when you feel you have cause for complaint. If so, please tell us about it straight away - and we will do all we can to put things right. We will investigate your complaint thoroughly and aim to resolve it as quickly and amicably as possible. To do this, we need to understand the problem. So please help us to help you and follow our complaints procedure below.


Complaints Procedure


Getting in touch 

Contact a member of staff at your local branch, or at our Head Office. You can do this in person, by telephone, in writing or if you prefer, you can email your complaint to enquiries@langfinancial.co.uk. A member of staff will be pleased to assist you. If, however, our staff member is unable to resolve the matter to your satisfaction, he or she will confirm in writing within five working days that your complaint has been referred to our complaints manager for investigation and indicate how long it will take to confirm the outcome.


The Manager’s decision

The Manager will investigate the circumstances of your complaint. If it is going to take longer to resolve the matter than we first indicated, the Manager will provide you with a progress report. Once the complaint has been fully investigated, the Manager will write to you with a final response to confirm the outcome of their investigations. This will be no later than eight weeks after you raised your complaint. Their letter will confirm whether Lang Financial upholds or rejects your complaint. Where we reject your complaint, we will advise you of our reasons for doing so.


If you are still dissatisfied

We are committed to resolving complaints whenever possible through our internal complaints procedure. If, after receiving the Manager’s detailed response, you are not satisfied that we have resolved your complaint, you can take your dispute to the Financial Ombudsman Service. You must do this within six months from the date of the final response issued by us.

The Ombudsman is an independent adjudicator who can investigate and make a decision about outstanding disputes.

The contact details for the Ombudsman are:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567, free for people phoning from a 'fixed line' (for example, a landline at home) or 0300 123 9123, free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.



A leaflet providing details about the Financial Ombudsman Service is available on request.

This complaints procedure does not affect your legal rights.

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