Specialised Risk Management

Complaints

If you have any complaints, please raise them in the first instance with your direct contact at SRM who provided you with the service.

As soon as possible after a complaint has been received, you should receive a Complaint Record Form to be completed, which should include the details of the complaint.

All / any complaints should be copied in to the CEO, Sean Raath, email address is: sean.raath@srm.aero or by using the contact form in the website.

The Company will send a written acknowledgement of a complaint within five business days of its receipt, giving the name or title of the person handling the complaint.

The delegated individual investigating the complaint will be advised to you and request additional information if necessary. This person will have authority to settle the complaint.

Once the investigation has been completed, we will attempt to resolve your complaint.

Within Eight weeks you will receive:

  • Our final response and where applicable advice on our action which addresses your complaint
  • A copy of the Financial Ombudsman Service's standard explanatory leaflet;
  • Advice of possible action available to you in the event that you are dissatisfied with our redress including the ability to refer the complaint to the Financial Ombudsman Service. This must be done within six months

SRM will co-operate with all required industry regulators into any investigations or complaints made against it and retains records to facilitate co-operation in line with regulators requirements.

 

Details of the Financial Ombudsman Service are:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0207 964 1000
Email: complaint.info@financial-ombudsman.org.uk

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