The team at First Friendly Money Management is committed to offering a professional service and to that end we take complaints very seriously. We have in place procedures which we operate to try to resolve any issues that may arise. This procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.

What our process covers

Our procedure covers complaints which you might wish to make with regards to the services we provide, in particular, the attitude in which we have dealt with your Creditors and the information we have provided to you about our dealings on your behalf.

How to complain

If you are unsatisfied with the work we have undertaken, you should in the first instance discuss the situation with your Senior Adviser or Personal Money Manager as the first port of call.  Should you be dissatisfied with the explanation he or she provides to you then your complaint will be referred to the company’s Compliance Department.  Written complaints should be addressed to the Compliance Department, First Friendly Money Management, The Old Bank of England, 82 King Street, Manchester, M2 4WQ.

How we will respond to your complaint

The Compliance Department will consider your complaint.  We may need to contact you for further information in order to better understand your position.

We will ensure a full investigation takes place with your Senior Adviser and/or Personal Money Manager where appropriate.  Once all the information has been considered you will be contacted further to confirm whether the company accepts some or all of the liability.  Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not happen again.

The company aims to resolve all complaints within 14 working days although where more detailed investigation is required the process may take longer. You will be informed as to the time scale involved.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time