Complaints Policy

Veracity Financial Planning Ltd
Complaints Policy

Contents

1. Introduction
2. How to Make a Complaint
3. What Happens Next?
4. Forwarded Complaints
5. Complaints Handling Contact Information
6. Further Support
7. Consumer Duty and Complaints Monitoring

1. Introduction

Veracity Financial Planning Ltd (“the Firm”) is committed to providing products and services of the highest standard across financial planning, investments, pensions, mortgages, insurance and commercial finance.

If for any reason you are not satisfied with any aspect of our service, we encourage you to let us know as soon as possible.

The Firm is committed to investigating complaints competently, diligently and impartially in accordance with the Financial Conduct Authority’s Dispute Resolution (DISP) rules.

2. How to Make a Complaint

You can make a complaint by:

• Telephone
• Email
• In writing
• Via our website contact form

To help us investigate, please provide:

• Your full name and address
• Policy number, account number or reference (where applicable)
• Contact details
• Full details of the complaint
• Whether any third party is involved
• Details of how you would like the matter resolved
• Copies of any supporting documentation where relevant

3. What Happens Next?

The Firm aims to resolve complaints as quickly as possible.

We will:

• Investigate all available evidence
• Consider all relevant laws, regulations and internal procedures
• Keep you informed throughout the process

We will acknowledge your complaint promptly.

Where possible, if your complaint can be resolved by the close of the third business day following receipt, we will issue a Summary Resolution Communication.

Where a complaint cannot be resolved within three business days, we will issue an acknowledgement and begin a full investigation.

We aim to issue a substantive response within four weeks where possible.

In all cases, we will issue our Final Response within eight weeks of receiving your complaint.

If we are unable to resolve your complaint within eight weeks, we will explain:

• Why the matter remains outstanding
• What progress has been made
• When we expect to conclude the investigation

Once our investigation is complete, we will issue a Final Response Letter detailing:

• Our findings
• Any proposed resolution
• The rationale for our decision
• Your escalation rights

Financial Ombudsman Service (FOS)

If your complaint relates to a regulated activity and you remain dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman Service within six months of our Final Response.

The Ombudsman may not consider complaints where:

• More than six months have passed since our Final Response; or
• More than six years have passed since the event complained about; or
• More than three years have passed since you became aware (or ought reasonably to have become aware) you had cause for complaint.

Where appropriate, the Firm will advise whether we consent to waive relevant FCA time limits.

4. Forwarded Complaints

As a broker and intermediary, the Firm may identify that a third party (such as a lender, insurer or provider) may be solely or jointly responsible for matters raised within a complaint.

Where this applies:

• We will forward the complaint promptly to the relevant party
• We will notify you in writing
• Where responsibility is shared, we will investigate the aspects relating to our own service

Where the Firm receives a forwarded complaint, standard complaint handling timescales will apply from the date of receipt.

For commercial finance complaints, clients may also have the option of referring complaints to the NACFB under its Code of Practice.

5. Complaints Handling Contact Information

Veracity Financial Planning Ltd
Address: 2b Thackerays Lane, Woodthorpe, Nottingham, NG5 4HP
Telephone: 0115 967 0888
Email: info@veracityfp.co.uk
Website: www.veracityfp.co.uk
Complaints Manager: Edwin Snapper

6. Further Support

If you remain dissatisfied after receiving our Final Response, and your complaint concerns a regulated activity, you may be able to contact:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Telephone: 0300 123 9123
Website: Financial Ombudsman Service

For commercial finance complaints involving NACFB membership conduct:

Website: National Association of Commercial Finance Brokers (NACFB)

7. Consumer Duty and Complaints Monitoring

The Firm recognises that complaint handling forms part of our obligations under Consumer Duty.

Complaint Management Information (MI) is reviewed regularly to:

• Identify recurring themes
• Monitor poor customer outcomes
• Assess service quality
• Improve communications
• Identify vulnerable customer issues
• Prevent foreseeable harm

Senior management review complaint trends as part of the Firm’s Treating Customers Fairly (TCF) and Consumer Duty governance framework.

Where complaint trends indicate systemic issues, remedial action will be taken.

Policy Owner: Edwin Snapper
Approved By: Board of Directors
Review Frequency: Annual