Our Commitment to You
At JP Abercrombie, we are committed to providing excellent service. If you are unhappy with any aspect of our service, we take your concerns seriously and have established a formal complaints procedure to ensure your issue is handled fairly and promptly.
How to Make a Complaint
You can submit a complaint to us in any of the following ways:
Please provide as much detail as possible about your complaint, including dates, names of staff members involved, and the outcome you are seeking.
Our Complaints Process
We follow a two-stage complaints procedure:
Stage 1: Initial Response (8 weeks)
Upon receipt of your complaint, we will acknowledge it within 3 business days. We will investigate your complaint thoroughly and provide a full response within 8 weeks. If we cannot resolve the matter within 8 weeks, we will inform you of the delay and provide a timeline for resolution.
Stage 2: Escalation (if necessary)
If you are dissatisfied with our response or if we cannot resolve your complaint within 8 weeks, you may escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that can investigate complaints about financial services providers.
Financial Ombudsman Service
If you remain dissatisfied after our complaints procedure, you have the right to refer your complaint to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower
London
E1 6AN
Phone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the FOS within 6 months of receiving our final response. The FOS is free and independent, and their decision is binding on us.
What Happens Next
Once we receive your complaint, we will:
- Acknowledge receipt within 3 business days
- Investigate your complaint thoroughly and fairly
- Keep you informed of progress
- Provide a full written response within 8 weeks
- Explain our findings and any action we will take
- Inform you of your right to escalate to the FOS if dissatisfied
Our Commitment
We are committed to resolving complaints fairly and promptly. We use complaints to identify areas for improvement and to enhance our service. Your feedback is valuable to us and helps us serve you better.
Contact Us
If you have any questions about our complaints procedure, please don't hesitate to contact us:
Email: [email protected]
Phone: 0800 002 9191
Address: 46 Olive Grove, Goole, East Yorkshire, DN14 5AD
Last updated: April 2026