Our obligation to customers is to provide fair treatment at all times. We do this by keeping to our following commitments:

  • Truthful and open at all times
  • Honour promises we make
  • Understand your circumstances and needs
  • Discuss with you your options in a clear and concise way
  • Give correct information to allow informed decisions
  • Keep records of communications and transactions
  • Appreciate that we educate as well as advise

Should you find that we haven’t delivered the service that you expected, please let us know as soon as possible so we can rectify this.

You can speak to our Complaints Management team who can be contacted on 01793 567635 (All calls will be recorded for training and monitoring purposes). Our lines are open from 9am to 5pm Monday to Friday.

You can also contact us in writing, or by fax or email at:

Complaints Management
The Openwork Partnership
Auckland House
Lydiard Fields

Email: clientcomplaints@theopenworkpartnership.com
Fax: 01793 474700

We will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after 4 weeks, if we haven’t been able to resolve it. There is no charge for this service.

We aim to resolve most complaints within 8 weeks, but if we can’t, we will let you know why and explain how much longer we think it will take. At this stage, if you’re not happy you can refer your complaint to the Financial Ombudsman Service.

You can also refer your complaint to the Financial Ombudsman Service if we don’t resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, they’re entirely independent, and the service is free.

Ask us for a leaflet or contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Phone: 08000 234 567 or 0300 123 9123
Email: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk