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How we deal with complaints
Baker Financial take complaints very seriously and we would always as that you contact us immediately if you feel you want to make a complaint on 0845 094 2331.
For your convenience we have detailed our complaints handling procedure below:
How to complain…
Please contact us on 0845 094 2331 and we will try and resolve your complaint by telephone.
However, if you wish to make a formal complaint you must set it out in writing to:
Baker Financial Management (Complaints)
28 Monsal Avenue, Manchester, M7 3GX
How Baker Financial will deal with your complaint…
We aim to resolve your complaint as soon as possible but sometimes things take a little more time. Please find below the process that Baker Financial will respond to your query.
Within 5 Days of receipt of Your complaint you will receive From us:
An acknowledgement letter to let you know that your complaint is being dealt with
Within 4 week you will receive from us:
If the complaint is still being investigated within 4 weeks of receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:
The reasons why more time is required to investigate your response but you should expect to receive a final response within another 4 weeks
or
The final response from us. This will include the findings from our investigation and details of any compensation if appropriate.
Within 8 weeks you will receive from us:
Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our finding‟s, and details of any compensation that we think you would be due - in other words our “Final Response”. Hopefully this would be a mutually satisfactory response.
We will maintain contact with you throughout the process, and during this period, feel free to contact the Compliance Manager if you have any queries.
