1. BACKGROUND
This policy and procedure detail how Yordex will deal with complaints when carrying out its business.
2. Definition of a Complaint
2.1. A complaint is: “Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination which:
- Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
- Relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products which comes under the jurisdiction of the Financial Ombudsman Service.”
2.2. For the purposes of Yordex an eligible complainant is any “client”. Only eligible complainants can refer their complaints to the Financial Ombudsman Service (FOS) or equivalent in other countries.
3. Policy
3.1 Clients and potential clients are able to submit complaints free of charge. Complaints will be handled promptly, effectively and in an independent manner, obtaining additional information as necessary.
Yordex will assess fairly, consistently and promptly:
- The subject matter of the complaint
- Whether the complaint should be upheld
- What remedial action or redress may be appropriate
- Whether another party may be solely or jointly responsible for the matter alleged in the complaint.
Yordex will consider a complaint closed when it has issued a final response. Yordex will provide information about the Financial Ombudsman Service to eligible complainants on its website and if applicable, in the general conditions of its contracts with eligible complainants in a clear, comprehensive and easily accessible way.
If a complaint is referred to the Financial Ombudsman Service or equivalent, Yordex will fully cooperate with the Financial Ombudsman Service and comply promptly with any settlement or awards made by it.
3.2 A client with a non reportable complaint does not have the right to refer their complaints to the Financial Ombudsman Service. Any complaint that is resolved by close of business day on the day following receipt becomes non reportable automatically.
3.3 Yordex aims to treat all complaints fairly and reasonably. Non reportable complaints shall be dealt with in the same manner as reportable complaints.
4. How to make a complaint
To make a complaint, email us on support@yordex.com.
To make a complaint to the Financial Ombudsman, you can contact them on:
UK
p: 0800 023 4567
e: complaint.info@financial-ombudsman.org.uk
w: https://www.financial-ombudsman.org.uk/contact-us
USA
p: 1-(877)-275-3342
e: ombudsman@fdic.gov
w: https://ask.fdic.gov/fdicinformationandsupportcenter/s/
5. Timelines
4.1 Once a complaint has been identified, an employee will have three (3) days to resolve the complaint with the customer so that the person making the complaint has clearly expressed that their issue is resolved.
If after three (3) days, the customer is still dissatisfied with the issue or has expressed that they wish for a complaint to be formally investigated, employees must escalate that complaint to compliance by end of business on the third (3) day.
Upon escalation compliance will send the complainant a written acknowledgement letter providing confirmation that it has received the complaint and is dealing with it. The firm will ensure that the complainant is kept informed of the progress and the measures being taken for resolution of the complaint.
