Complaints Procedure

1. Introduction

1.1 This document sets out how Landbay Partners Ltd (‘Landbay’) identifies and manages client complaints and how it should ensure that complaints are handled reasonably, promptly and fairly.

1.2 Landbay seeks to ensure that clients are treated fairly and there is sufficient flexibility to deal with each complaint individually.

1.3 Therefore, Landbay owns the responsibility to establish and maintain effective and transparent procedures for handling of complaints; and this involves setting a high standard on handling and managing complaints while seeking continuous improvement of our relationship with our clients.

1.4 Our Operations Manager oversees the Complaints Procedure, reporting to the Chief Operating Officer as and when required.

2. Complaint Identification, Investigation and Resolving Process

2.1 Once a complaint has been received by Landbay, we will go through the following process:

(a) We will send the complainant a prompt written acknowledgement providing early reassurance that it has received the complaint and is dealing with it; and ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint’s resolution;

(b) We will investigate the complaint competently, diligently and impartially, obtaining additional information as necessary;

(c) We will assess fairly, consistently and promptly:

– the subject matter of the complaint;

– whether the complaint should be upheld;

– what remedial action or redress (or both) may be appropriate;

– if appropriate, whether it has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint;

– taking into account all relevant factors.

(d) We will offer redress or remedial action when we decide this is appropriate;

(e) We will explain to the complainant promptly and, in a way that is fair, clear and not misleading, our assessment of the complaint, our decision on it, and any offer of remedial action or redress; and

(f) We will comply promptly with any offer of remedial action or redress accepted by the complainant.

2.2 Landbay will initially:

(a) Identify when a complaint is being made as there might be factors that could prevent a client from making a formal complaint;

(b) Understand the reason for the complaint and find out underlying reasons for the complaint;

(c) Acknowledge the complaint within two working days of receipt;

(d) Provide a map of options to show the complainant that Landbay wants to provide a prompt solution;

(e) Be clear and up front about how long it will take to investigate the complaint;

(f) Use clear, comprehensive language and a neutral tone.

2.3 Following the investigation, Landbay subsequently will:

(a) Share findings and our conclusion with the complainant;

(b) Acknowledge what went wrong and offer the complainant a suitable remedy, along with full explanation of what happened;

(c) Provide a full and clear explanation about how we reached that decision and show evidence where possible;

(d) Signpost the client to the Legal Ombudsman if Landbay cannot agree on a resolution to the complaint.

3. Timescale for Dealing with Complaints

3.1 Within two weeks after receipt of the complaint, Landbay will send the complainant;

3.2 EITHER: A final, written response which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action; or

(b) offers redress or remedial action without accepting the complaint; or

(c) rejects the complaint and gives reasons for doing so;

and which:

– encloses a copy of the Financial Ombudsman Service’s standard explanatory leaflet; and

– informs the complainant that if he remains dissatisfied with the respondent’s response, he may now refer his complaint to the Financial Ombudsman Service and must do so within six months;

3.3 OR: a written response which:

(a) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one;

(b) informs the complainant that he/she may now refer the complaint to the Financial Ombudsman Service; and

(c) encloses a copy of the Financial Ombudsman Service standard explanatory leaflet.

3.4 Landbay cooperates fully with the Financial Ombudsman Service and complies promptly with any settlements or awards made by us where a complaint against a respondent is referred to the Financial Ombudsman Service.

Last updated: January 2016