Complaints policy

Voicing your concerns - we can help

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction. If you're unhappy with our response, you can take your complaint further through our complaints procedure.

Step 1

We'd like you to talk to us about your complaint to give us the opportunity to put it right.

You can do this by phoning our Contact Centre on 0845 300 2627 with details of the complaint. This will ensure that the correct team deals with your concerns.

We'll always take the time to listen and do whatever we can to help. The information needed to resolve most problems is available to our staff who have day-to-day responsibility for looking after your account. They'll be in the best position to deal with your concerns as quickly as possible.

If you're still not satisfied they'll immediately refer your complaint to their Manager.

We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within 5 bank working days who will deal with your complaint.

Step 2

In the unlikely event that you remain unhappy please contact:

Customer Relations Team
Birmingham Midshires
PO BOX 81
Pendeford Business Park
Wobaston Road
Wolverhampton
WV9 5HZ

Telephone:

0845 603 6582

You may wish to contact the BM Executive Team.

We're committed to resolving complaints whenever possible through our complaints procedure. However, if the matter can't be resolved, we'll issue a Final Response letter, giving you six months to refer your complaint to the Financial Ombudsman Service. This is an independent adjudicator who can investigate and make a decision about outstanding disputes. You can find details about the Ombudsman at the bottom of this page.

Birmingham Midshires Financial Services Limited

If your complaint relates to a financial services product e.g. a life assurance, endowment or pension policy and you are not satisfied with the advice you have received in relation to this, please write to:

Customer Relations Team
Birmingham Midshires
PO BOX 81
Pendeford Business Park
Wobaston Road
Wolverhampton
WV9 5HZ

Or telephone:

0845 603 8012

We'll send a letter of acknowledgement within five bank working days of receipt of your complaint letter, we'll also tell you when we'll be able to give you a more detailed response.

If your complaint relates to advice given after 1 January 1992, this acknowledgement may come from AXA Sun Life if your complaint relates to an AXA Sun Life policy, AXA Sun Life will deal with the complaint according to its own procedures. However, the acknowledgement may come from Halifax if your complaint relates to a product sold to you by Birmingham Midshires Independent Financial Services Limited.

If a matter can't be resolved, you'll be issued a Final Response letter giving you six months to refer your complaint to the Financial Ombudsman Service.

AXA Products sold between 1992-2008

Any complaint relating to the sale of AXA Sun Life products through Birmingham Midshires financial consultants, between January 1992 and December 2008, may need to be passed to our colleagues at AXA Sun Life to investigate.

Please note this does not include advice given by a Birmingham Midshires Independent Financial Services Limited adviser.

We are committed to meeting the needs of all our customers.

For the visually impaired, we can provide documents in large print, Braille or audio.

Financial Ombudsman Service Address

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

Telephone:

0845 080 1800

Email:

complaint.info@financial-ombudsman.org.uk