WHO TO COMPLAIN TO?
With so many different parties involved in your pension, it is always worth ensuring that you direct your feedback and where necessary, complaints, to the right place.
At Forthplus Pensions, we are the Scheme Administrators of your pension scheme. This means that our responsibility is to act on your instructions, or where you have one and you have given them your authority, the instructions of your financial adviser, in a timely and accurate manner. Should you feel we have not performed these administrative duties properly, then your complaint should be directed to us.
Additional to us, you also usually have a financial adviser, in fact, at Forthplus Pensions, we only allow our pension members to be introduced to The Forthplus SIPP by authorised and regulated financial advice firms and always very strongly suggest that you maintain a relationship with them over your account on an ongoing basis. If you have a complaint around the investments chosen, suitability, performance or the advice process, then your complaint would normally be directed towards your financial adviser of the time. By contacting them directly, they will be able to advise you of their complaints procedure.
Alongside this, as a self-invested personal pension, meaning there can be multiple other functions involved, including platform providers, lawyers, pension transfer specialists, tax advisers, investment companies and many more. If your complaint is in response to the services of any of these, then we recommend you contact them, either directly, or through the party who introduced you to them, to discuss your complaint options.
COMPLAINTS AGAINST FORTHPLUS
At Forthplus Pensions we always work to provide you with the best possible service, so hopefully you should never feel the need to complain, however, should you ever find the need to raise a complaint against any aspect of our service, the following explains the process.
We recognise complaints by telephone, writing and email, so you are able to raise your comments of dissatisfaction at any point. Obviously, and as you would expect of us, if you make a complaint, we take it very seriously, and we have strict procedures in place to deal with it, in a timely and professional manner. We follow the Financial Conduct Authority’s handling rules, which explain the minimum expectations on the firms they regulate when we receive a sign of dissatisfaction around our service. Wherever possible, we do our best to better their recommendations, in line with our pledge to you to try and always do our best.
To make a complaint, please put it in writing, either by email to firstname.lastname@example.org, putting COMPLAINT and your SIPP reference number in the subject line, or by post to:
The Compliance Department
Forthplus Pensions Limited
114-116 George Street
You can also call us to register a complaint, however, we may ask that you put it in writing, or in the least confirm it back to you in writing from us, in order to ensure that we have properly understood your complaint and we hold all of the relevant information.
Our process is that we will acknowledge your complaint as quickly as possible, and then pass it through to Senior Management for review. As standard, there are two key time targets we work to. If, when we receive a complaint, we are able to quickly resolve the matter, and have all information to hand, we will do our very best to answer within 3 working days from the date you submitted the complaint. However, should this not be possible, we will enter your complaint into a formal procedure and outline this to you at the outset. This can take up to a maximum of 8 weeks for us to reply. Hopefully, we can resolve your complaint swiftly and amicably.
When we have replied, if you are not in agreement with our findings, and think we are incorrect, or if you do not receive a response from us within 8 weeks of the date we acknowledge your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS). The FOS are an independent third party who will review both sides of the complaint and respond with their findings.
Usually we will follow the findings of the FOS, however, if either you or we are still not in agreement with the final findings of the FOS, then the complaint can be referred back to them for it to go through the Financial Ombudsman Service’s Adjudicator. The ruling of the adjudicator is final and cannot usually be appealed by either party.
You must go to the FOS within 6 months of our final response to your complaint, or 6 months of the expiration of the 8 weeks, whichever is sooner, in order to take advantage of the entire suite of their services.
Their contact details of the Financial Ombudsman Services are:
Financial Ombudsman Service
114-116 George Street, Edinburgh,
EH2 4LH, United Kingdom.
T: +44 (0) 345 646 0156
F: +44 (0) 131 777 2668