Nathalie Healey
Graham Tiso Ltd
41 Commercial Street
Edinburgh
EH6 6JD
Tel: 0131 561 2010
E-mail: hello@tiso.co.uk
We aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.
We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of refer- ring your complaint to our principal on the contact details provided below.
Contact details:
Customers may express dissatisfaction about our service in introducing them to the product provider [V12] or about [V12} themselves or, lastly, the quality of the goods purchased using the credit provided. We will need to establish whether or not your complaint relates to the introduction itself and for which we are responsible or the service or performance of the product provider for which they are responsible, or the quality of the goods purchased. This last may be made to both us and [V12 if the credit amount used to purchase the goods was more than £100. If unclear, this must not delay investigation and we will proceed with our own investigation.
Graham Tiso Ltd. Est 1962 Registered in Scotland 81944 VAT No. 917907105 Graham Tiso Limited is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority (FRN: 626349). DISP06 - PPL AR - Complaints Information for Customers - September 20232 If the complaint is about [V12] or another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing
The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction to:
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated via an informal process.
If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a 'Summary Resolution Communication', being a written communication from us which:
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:
Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full upon receipt of confirmation of your acceptance of the same.
We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not con- cluded within this period, our Complaints Officer will write to the complainant again. We will inform him/her of the reasons for the further delay and advise that if he/she is not satisfied with our progress he/she may be entitled to refer the com- plaint to the Financial Ombudsman Service.
Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.
It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Finan- cial Ombudsman Service (FOS).
The Financial Conduct Authority complaints rules apply to complaints:
We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS
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