Complaints

We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Bluefin, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.

While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

• We will acknowledge complaints promptly
• We will investigate as quickly and as thoroughly as possible
• We will keep you advised of our progress
• We will do everything we can to resolve complaints quickly and fairly
• We will use the lessons learned from our mistakes to continuously improve our systems and procedures

Select the nature of your query from the links below:

• Making a complaint about personal financial advice
• Making a complaint about employer-sponsored arrangements
• Making a complaint about personal and commercial insurance

Making a complaint about personal financial advice

If your complaint is about an individual arrangement such as a mortgage or mortgage protection policy, a pension, a life policy or an investment then write to us at:

Private Client Complaints Team
Bluefin Advisory Services Limited
1 Aldgate (7th Floor)
London
EC3N 1LP

Alternatively call us on 020 7709 4500. Lines are open 9 am to 5 pm Monday to Friday (calls will be charged at standard rates).

We’ll deal with your complaint as quickly as possible. We’ll send you a letter within five working days confirming who will deal with your complaint and what the next steps are.

An experienced person will deal with your complaint and keep in touch with you to tell you of progress.

After looking into your complaint, we will write to tell you our decision and confirm what we will do or what else you may need to do. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information please let us know.

If however;

• you do not accept our final decision, or;
• you have not received a final decision letter within eight weeks from the date we received your complaint;

You may be able to refer your complaint to the Financial Ombudsman Service.

The Ombudsman usually expects customers to allow the company involved to address their complaint before contacting them unless there has been an undue delay. We will let you know if you can refer your complaint to the Ombudsman.

To contact the Ombudsman:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

t: 0845 080 1800
e: complaint.info@financial-ombudsman.org.uk

 

Making a complaint about employer-sponsored arrangements

If your complaint is about a group arrangement (by this we mean a scheme you participate in via your employer) such as a group pension plan, a group life policy or a group protection arrangement; then write to us at:

Corporate Complaints Team
Bluefin Advisory Services Limited
1 Aldgate (7th Floor)
London
EC3N 1LP

Alternatively, you can call us on 020 7709 4500. Lines are open 9 am to 5 pm Monday to Friday (calls will be charged at standard rates).

We will deal with your complaint as quickly as possible, sending you a letter within five working days confirming who will deal with your complaint and what the next steps are.

An experienced person will deal with your complaint, keeping in touch informing you of progress.

After looking into your complaint, we will write to tell you our decision and confirm what we will do or what else you may need to do. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information that you consider to be salient to your case please let us know.

If however, you do not accept our final decision, various referral options may be available to you dependent upon the circumstances of your complaint.

You may be able to escalate your complaint to your Scheme Trustees following the scheme’s Internal Dispute Resolution Procedure (IDRP) or make application to either the Financial Ombudsman Service (FOS) or the Pensions Advisory Service (TPAS) which may act in independent arbitration.

The IDRP and both Ombudsman services usually expect customers to allow Bluefin to address their complaints before contacting them unless there has been an undue delay. We’ll let you know which of these routes you can take and contact details will be provided to you at that point.

Making a complaint about personal or commercial insurance

                                                                                                                                           If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:

Compliance Officer
Bluefin Insurance Services Limited
4-6 Ripon Road                                                                                                             Harrogate
HG1 2HH

t: 01423 724 700
e: insurance.complaints@bluefingroup.co.uk

If your complaint cannot be resolved to your satisfaction and you are seeking resolution as a private individual or as a small business which employs fewer than 10 people and has a turnover that does not exceed 2m Euros, or as a charity or trust, you may refer the matter to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

t: 0845 080 1800
e: complaint.info@financial-ombudsman.org.uk