Complaints policy

Voicing your concerns - we can help

At Birmingham Midshires, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

We have a complaints handling procedure in place. Our procedures meet the standards set by the Financial Services Authority (FSA). The FSA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FSA website or you can contact them on 0300 500 5000.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Services Authority. View the complaints data for firms associated with Birmingham Midshires.

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 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 information 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 5 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

Executive team

• We are keen to hear from customers who have received great service, together with those whose dealings with Birmingham Midshires have not met their expectations. If you have any feedback or wish to bring any particular matters to our attention, just send an email or pick up the phone.
• Telephone: 0845 603 2165 (Lines are open Monday to Friday 9am to 5pm). Calls may be monitored and recorded for security and training purposes.
• Email: You can email our executive team by clicking here, and filling in a short form.
• Please note that our team are not in a position to discuss marketing or sales approaches from other companies.