Complaints

At Morgan Lloyd, we are committed to providing the highest levels of customer service. If you are not entirely satisfied with our services or the way in which a matter has been dealt with, we would like to hear from you. We will make relevant enquiries and endeavour to put things right for you, as well as using your feedback to improve our services. We have set out below our complaints procedure for you to raise any concerns with us and we will look into any complaint carefully and promptly.

Making a complaint

If you are not happy with the service you have received from Morgan Lloyd SIPP Services Limited, or Morgan Lloyd Administration Limited, please contact:

Your complaint will be dealt with in accordance with our internal complaints handling procedures. If your complaint is not dealt with within 8 weeks, or if you are not satisfied with the outcome, you may refer the matter to the Financial Ombudsman Service or The Pensions Ombudsman. We will notify you in our final response to the complaint, or after 8 weeks, of the relevant ombudsman referral rights. Making a complaint will not prejudice your right to take legal proceedings. Any complaint regarding the advice given to you by your Financial Adviser should be referred to them for review under their own complaints process.

Complaint procedure

If we are unable to resolve your complaint within three business days of receiving your complaint, we will acknowledge the complaint in writing within 5 working days from when we received your complaint.

Once our investigations are complete, we will write to you with our response, this will be either a Summary Resolution Communication, a Final Response, or an offer letter, depending on the circumstances of your complaint.

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet in a position to provide a final response to your complaint and indicate when we will make further contact. At this point we will provide the relevant ombudsman referral rights.

Your Rights

You may be able to refer your complaint, free of charge, to the Financial Ombudsman Service (FOS) or The Pensions Ombudsman (TPO). Complaints to FOS must be made within six months of receiving our final response to your complaint. Complaints to TPO usually need to be made within three years of the event you are complaining about or within three years of when you first knew about it. Sometimes the time limits can be extended by FOS or TPO in exceptional circumstances. FOS will normally deal with complaints which concern advice in respect of the sale or marketing of individual pension arrangements, while TPO normally deals with complaints which concern the administration and management of occupational and personal pension schemes. If you refer your complaint to FOS or TPO and they consider it would be better dealt with by the other, they will transfer the complaint, with your consent.