Explaining Our General Internal Complaints Procedure
We’re committed to providing a high standard of service to our customers and our internal complaints procedure is designed to resolve problems and difficulties quickly and easily.
What You Need To Do
You can write with details of your complaint to the Administration Manager. MySafeHome, 1 Sycamore Court, Birmingham Road, Coventry CV5 9AU or via email to enquiries@mysafehome.info
To raise your complaint by telephone, please call us on 08000 121 333.
How We’ll Handle Your Complaint
By Telephone
If you telephone us and the matter can be easily dealt with, we’ll confirm with you the action we’re going to take to resolve the matter. Where we cannot resolve the matter there and then, we’ll acknowledge your complaint and confirm the facts as we understand them. This will form the basis of our investigation. We’ll also give you the name of the person who’ll be handling the investigation and response. If we’ve misunderstood your complaint in any way, please tell us as quickly as possible to avoid any potential confusion later. We’ll then aim to resolve your complaint within 10 working days, keeping you informed of our progress. If there’s any reason for a delay in responding, we’ll let you know.
In Writing
If you contact us either by letter or email, we’ll acknowledge receipt by telephone or in writing. We’ll also confirm who’ll be handling the investigation of your complaint. We will aim to resolve your complaint within10 working days, keeping you informed of our progress and any potential delays.
Matter of policy
Where matters of policy might concern you, we’ll provide you with an explanation that aims to resolve the issue. The majority of our complaints are normally resolved at this point. However, if you remain unhappy we want you to let us know, so that your complaint can be reviewed again.
If you remain unhappy
If you remain dissatisfied, you should contact the person who’s handling your complaint to explain why and ask them for a further review. Hopefully this will fully resolve your complaint.
If we still cannot reach agreement
Sometimes it may not be possible to resolve a complaint internally. When this is the case, we’ll send you a letter confirming that it’s our final response and the end of our internal complaints procedure. The details of your complaint will always have been considered by a member of our Senior Management Team at this point.
Overall we aim to conclude the process at the very latest within 8 weeks of receiving your complaint.
The Financial Ombudsman Service
If you have a final response or 8 weeks have elapsed since raising your complaint and you still remain unhappy, you have the right to refer your complaint to the Financial Ombudsman Service, who are there to consider unresolved disputes. The Financial Ombudsman Scheme can provide help with most financial complaints which have not been resolved and they’ll consider your complaint impartially and independently, but only after MySafeHome has had the opportunity to consider it first. Ordinarily you then have six months in which to refer your complaint to the Ombudsman from receipt of our final response letter.
Further details are contained within the ombudsman scheme leaflet entitled “Your Complaint and the Ombudsman”, a copy of which will automatically be provided by MySafeHome during the complaints handling process.
This document tells you how we use the information you give us and how it protects your privacy. It also explains your rights under the Data Protection Act 1998.
Collecting Information
We offer advice to help you secure your financial future and that of your dependants. To do this well, we need to know about your personal situation – your income, finances, health and family commitments.
Sometimes we have to collect and hold information about you that is very private – for example, details about your physical or mental health or any court proceedings.
We’d like you to be a lifetime client, which means we need to earn your trust. So you can be sure we’ll keep your personal information confidential and use it with care. We’ll only share it with your consent and in the ways we’ve explained in this document, or if the law or our regulatory authorities say we have to.
Protecting your privacy
MySafeHome is committed to protecting your privacy.
This means we’ll:
Only collect information that we need. Tell you why we’re collecting information and how we’ll be using it. Only use your information for our business operations and to comply with the law.Ensure that the information we collect and hold about you is accurate. Only hold the information for as long as we need to. • Keep your information secure. Do everything we reasonably can to ensure the companies we work with will also keep your information secure.Not send your information abroad without ensuring its security.Ensure that you can exercise your rights under the Data Protection Act 1998. Controlling your personal information
Under the Data Protection Act 1998 we have to tell you who is responsible for deciding how your personal information is used. MySafeHome and the companies whose products you buy are your data controllers.
This document tells you how MySafeHome will deal with your personal information. Where we introduce you to another company, they will tell you how they will use your data. MySafeHome will remain a data controller for administration and marketing purposes.
Using your information
We use your information in a variety of ways:
To introduce you to a wide range of products and services offered by the companies we are associated with, or may be associated with in the future.To deal with administration. To contact you with details of changes to products you have bought.For business analysis and research.For marketing products and services we think might be suitable for you, unless you ask us not to send you this information. To comply with the law or our regulator’s requirements. To verify your identity by searching publicly available records held by credit reference agencies. Sharing your information
The information you give us will be added to other details we hold about you. Whilst MySafeHome will never sell your details to a third party, we may share your information with carefully selected companies we are associated with, so that we or they may contact you (by mail, email, telephone or other appropriate means) to tell you about products, services or offers we believe may interest you. Theses products and services may not be related to financial services.
You can ask us not to contact you for this reason at any time by writing to us at our head office address. This won’t end your relationship with your adviser.
Here are some other situations in which we may share your information:
Mortgage credit checking
If you apply for a mortgage you’ll have to agree for your information to be passed on to the lender, who may then do a credit check. You may also have to give details of any criminal convictions you may have had and these details will be passed to the lender to do any necessary checks.
Your data protection rights
You have certain rights under the Data Protection Act 1998. These include the rights to:
Stop us sending you marketing materials about products and services. Have any incorrect information we hold about you put right. How to get more information
If you would like further details about how we use your personal information, or have any data protection questions, please write to:
The Data Protection Officer
MySafeHome Limited
1 Sycamore Court
Birmingham Road
CV5 9AU
Other information
You may receive more information about data protection from the companies that we have introduced you to.
Although we try to ensure that statements as to the law and other facts are accurate, this site gives general guidance and does not aim to cater for individual cases. Therefore MySafeHome Limited cannot accept responsibility for any loss as a result of relying on such statements; specific advice should always be obtained on individual cases.
