1. Our Commitment To Clients

Buckley Financial Services Limited always aims to provide a high standard of service and to act in the best interests of our clients.

However, we recognise that there may be occasions where a client, former client, potential client or other eligible complainant may feel dissatisfied with the service they have received.

Where this happens, we will take the matter seriously, investigate it fairly and promptly, and seek to resolve it as quickly as possible.

Complaints can be made free of charge. Any telephone number provided for making a complaint will not be a premium-rate number.

2. What Is A Complaint?

For the purposes of this procedure, a complaint means any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service.

This includes situations where the complainant alleges that they have suffered, or may suffer:

• Financial loss
• Material distress
• Material inconvenience

Complaints may relate to:

• The advice or service provided
• Failure to provide a financial service
• Delays or administration issues
• Communication or service standards
• Alleged financial loss
• Alleged material distress or inconvenience
• Alleged breaches of FCA rules or guidance
• Negligence, misrepresentation, or malpractice
• Breaches of client agreement terms or legal obligations

Complaints may be made verbally or in writing by letter, email, telephone, social media message, in person, or by any other reasonable means.

3. Who Can Complain?

This complaints procedure applies to complaints made by eligible complainants.

This may include:

• Private individuals
• Micro-enterprises
• Small businesses meeting eligibility criteria
• Charities below the applicable income threshold
• Trustees with net assets below the applicable threshold
• Personal guarantors in certain circumstances
• Professional clients where Financial Ombudsman Service rules permit

The FCA Handbook sets out the rules for determining eligibility to refer a complaint to the Financial Ombudsman Service.

4. How To Make A Complaint

If you wish to make a complaint, please contact us using any of the following methods:

• By post:
  Buckley Financial Services Limited,
  33 Haileybury Road,
  West Bridgford,
  Nottingham, NG2 7BE
• By email:
  
  info@buckleyfinancialservices.co.uk
  
• By telephone:
  0115 665 0319
• In person:
  You may also raise a complaint directly with your adviser or another representative of Buckley Financial Services Limited.

All complaints will be referred to the person responsible for complaints handling within the firm.

5. What Happens When We Receive A Complaint?

When we receive a complaint, or identify any situation that may give rise to a complaint, we will record it immediately in our Complaints Register.

We will then carry out an initial assessment to determine whether the complaint can be resolved quickly and fairly.

Where appropriate, we may ask you to provide further information, documents or clarification to help us investigate the complaint fully.

6. Complaints Resolved Within 3 Business Days

If we are able to resolve your complaint by the close of the third business day following receipt, we may send you a summary resolution communication.

This communication will confirm:

• That we consider the complaint resolved
• Your right to refer the complaint to the Financial Ombudsman Service if dissatisfied

Complaints resolved within this period will still be recorded for monitoring and management purposes.

7. Acknowledging Your Complaint

Where we are unable to resolve your complaint by the close of the third business day, we will send a written acknowledgement within 5 business days.

Our acknowledgement will:

• Confirm receipt of your complaint
• Explain our understanding of the complaint
• Invite corrections if anything is inaccurate or incomplete
• Confirm that we will investigate the matter
• Explain how we will keep you informed
• Provide details of our complaints process
• Include Financial Ombudsman Service information

8. Investigating Your Complaint

We will investigate complaints fairly, impartially, consistently and promptly.

The investigation may include:

• Reviewing client files and correspondence
• Checking reports and suitability letters
• Reviewing documents and evidence provided
• Speaking with advisers or staff involved
• Contacting providers or third parties where relevant
• Consulting compliance support providers where appropriate
• Assessing possible financial loss or distress

9. Keeping You Informed

We aim to resolve complaints as quickly as possible.

If we have not resolved your complaint within 4 weeks, we will contact you to explain:

• Why a final response has not yet been issued
• When we expect to issue our response
• Whether further information may be required

10. Final Response

Once our investigation is complete, we will send you a written final response.

The final response will include:

• Details of the complaint
• The investigation undertaken
• Our findings and conclusions
• Whether the complaint is upheld, partially upheld, or rejected
• Any remedial action or compensation offered
• Your right to refer the matter to the Financial Ombudsman Service

11. Eight-Week Deadline

We aim to issue our final response within 8 weeks of receiving your complaint.

If we cannot complete our investigation within this period, we will explain:

• Why the investigation remains ongoing
• When we expect to provide a final response
• Your right to contact the Financial Ombudsman Service

12. Referring Your Complaint To The Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not responded within the applicable timescale, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free, independent service for resolving disputes between financial businesses and eligible complainants.

You must usually refer your complaint within 6 months of the date of our final response letter.

13. Time Limits For Bringing A Complaint

Complaints should usually be made within:

• 6 years of the event complained about, or
• 3 years from when the complainant became aware of the issue

The Financial Ombudsman Service may still consider complaints outside these limits where exceptional circumstances apply.

14. Complaints Involving Another Firm

If another firm is solely responsible for the matter complained about, we may refer the complaint to that firm and provide you with their details.

If Buckley Financial Services Limited is responsible for part of the complaint, we will investigate the part relating to our business in accordance with this procedure.

15. Closing A Complaint

A complaint will be treated as closed where:

• A final response has been issued
• The matter has been resolved within 3 business days
• You confirm satisfaction with the outcome
• You accept any redress offered

16. Record Keeping

We maintain a Complaints Register and keep records of:

• The complainant’s identity
• The nature of the complaint
• Dates and correspondence
• Evidence reviewed
• The investigation outcome
• Any remedial action or compensation

Records will be retained in accordance with FCA and legal requirements.

17. Learning From Complaints

Buckley Financial Services Limited is committed to learning from complaints and improving client outcomes.

We review complaint data and management information to identify:

• Recurring issues
• Root causes
• Training needs
• Process improvements
• Potential impact on other clients

Where wider issues are identified, we will consider whether remedial action or compensation may be appropriate.