Upon receipt of any expression of dissatisfaction communicated by a client, either orally, in writing or by any other means of communication, Sterling will ensure the following procedures are followed:
We will acknowledge receipt of the complaint without delay. Any person has the right to refer their complaint to an Alternative Dispute Resolution (ADR) body at any time.
We will investigate the complaint and provide a holding response or final response within an eight-week period from date of receipt.
We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write to the client explaining why and advise when they can expect a final response.
If more than 8 weeks from the date of the complaint has passed and the client hasn’t received a final response, or they are dissatisfied with the final response received (at any stage of the process), they can write to:
The Financial Ombudsman Service (FOS)