Your Guide to Making a Complaint

Making Your Complaint

Otis Financial Solutions aims to provide the highest possible service to its customers.

However, there may unfortunately be occasions when a customer has cause to

complain. When this happens, it is important that issues are resolved quickly and to your

satisfaction. This page explains the procedure for dealing with complaints.

Dealing With Your Complaint

Otis Financial Solution is a trading style of UMARI Finance Group Limited, which is

authorised and regulated by the Financial Conduct Authority (FCA). It is entered on the

Financial Services Register (www.fca.org.uk/register) under reference 994960.

We are required by the FCA to have appropriate procedures for dealing with complaints.

If there is any aspect of our service about which you are unhappy, then you should

contact our compliance team directly, either by telephone or in writing. The members of

the team are fully trained to deal with any problems you may have quickly and efficiently.

Most problems can be usually resolved either the same day or on the day following

receipt. Some complaints may however, due to their complexity, take more time to

investigate. Where this is the case the following process will be followed:

1, We will send you a written acknowledgement of your complaint within five

business days of receipt of your complaint.

2, You will be provided with a copy of this guide together with the name and job title

of the person dealing with your complaint.

We may be able to resolve your complaint based on the information you provide

and that which is available to us from our own records.

It may be necessary, that we may have to ask you for more information to enable

us to handle your complaint effectively. If this is the case, we will do so in writing.

When we have decided on our response to your complaint we will write to you. This

letter is called our Final Response Letter. This letter will convey to you the results of our

investigation and our final decision. Where we accept your complaint and consider it

appropriate to do so, we will set out what redress, if any, we are prepared to offer. If we

decide not to accept the complaint, we will explain fully and clearly our reasons for doing

so.

If your complaint has still not been resolved within eight weeks of receipt, we will send

you:

A letter explaining why we have not resolved your complaint, our reasons for

delay and indicating when a Final Response Letter can be expected from us, and

details of your right to refer your complaint to the Financial Ombudsman Service.

Contacting Us

If you wish to make a compliant or have any questions regarding this guide, please

contact us by;

In writing UMARI Finance Group Limited

124 City Road

London

EC1V 2NX

by phone 0207 078 4181

by emailing peter.paisis@otisfs.co.uk

Taking Your Complaint Further

The Financial Ombudsman provides a free and unbiased assessment of complaints

referred to it. If you have received our Final Response Letter and you still remain

dissatisfied, you have the right to refer your complaint to the Ombudsman.

You may also refer your complaint to the Ombudsman if you have not received a Final

Response Letter within eight weeks of us receiving your compliant.

We will send you a copy of the Financial Ombudsman Service explanatory leaflet, either

with our Final Response letter or if we are unable to resolve your complaint earlier, by

the end of the eighth week following the receipt of your complaint. You may ask us at

any time, to send a copy of Financial Ombudsman Service explanatory leaflet to you.

If you would like the Financial Ombudsman Service to look into your complaint, then you

must contact them within six months of the date of our Final response letter to you.

Should the Ombudsman be unable to resolve your complaint, you can then refer this for

civil action through the UK legal system.

Contacting the Financial Ombudsman

If you wish to contact the Financial Ombudsman you can write to them at:

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

or by calling 0800 023 4567 or 0300 123 9123

Or by their website on

http://www.financial-ombudsman.org.uk/contact/index.html