Complaints Procedure

At Norgan Taylor Financial LTD, we are committed to delivering the highest standard of customer service and treating all our clients fairly and with respect. However, we understand that occasionally things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate, resolve the matter swiftly, and continue to improve our standards.

How to Make a Complaint

You can make a complaint using any of the following methods. Please provide as much information as possible to help us understand and investigate the issue efficiently:

  • Email: info@norgantaylor.co.uk
  • Telephone: 0118 315 0188
  • Post: Hamilton House, 44 Hamilton Terrace, Milford Haven, Pembrokeshire, SA73 3JP

Please include:

  • Your full name and preferred contact details
  • Details of your finance enquiry or transaction
  • A clear description of your complaint
  • Any relevant documentation or correspondence

 

What Happens Next

We aim to acknowledge your complaint within 3 working days of receipt. A dedicated member of our team will be assigned to handle your case and will carry out a thorough and impartial investigation.

We are committed to resolving complaints fairly and as quickly as possible. In most cases, we aim to provide a final written response within 15 business days. If more time is required due to the complexity of the issue, we will inform you of the delay and provide a clear timescale for resolution — never exceeding 8 weeks from the date we received your complaint.

Our Response

Once our investigation is complete, we will provide you with a Final Response Letter. This will include:

  • A summary of your complaint
  • Our findings based on the investigation
  • Any action we propose to take (if applicable)
  • Information about your right to refer the complaint to the Financial Ombudsman Service (if eligible)

 

If You're Not Satisfied

If you are unhappy with our final response, or we have not provided a resolution within 8 weeks of receiving your complaint, you may have the right to escalate the matter to the Financial Ombudsman Service (FOS) — an independent and impartial body established to resolve disputes between financial businesses and their customers.

The Financial Ombudsman Service can investigate complaints relating to regulated financial products and services, and they are free to use. You must usually contact the FOS within six months of receiving our Final Response Letter.

Contact details for the Financial Ombudsman Service:

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 (free from UK landlines) or 0300 123 9123
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

 

Complaints Outside of FOS Jurisdiction

If your complaint concerns an unregulated product or a type of business finance not covered by the Financial Ombudsman Service, we will still endeavour to resolve the issue to your satisfaction through our internal process. However, you may not be eligible to escalate the matter to the FOS. In such cases, you may consider seeking independent legal advice or using an alternative dispute resolution service.

Keeping Records

We maintain detailed records of all complaints and how they are handled. This helps us improve our service and comply with regulatory requirements from the Financial Conduct Authority (FCA) and other bodies.

Our Commitment to Fairness

Our goal is not only to resolve complaints but to ensure all clients are treated with fairness, transparency, and respect. We take every complaint seriously and use the feedback we receive to continuously improve our services, systems, and training.

Contact Us

If you have any questions about this complaints procedure or wish to make a complaint, please contact our Customer Resolutions Team:

Email: info@norgantaylor.co.uk
Telephone: 0118 315 0188
Registered Office: Hamilton House, 44 Hamilton Terrace, Milford Haven, Pembrokeshire, SA73 3JP