What to do if you have a complaint
First Steps
Discuss your concerns with the NAEA member or the person in the
firm who deals with complaints, and ask them for a copy of their
complaints procedure. Most members of NAEA must maintain and
operate an internal complaints procedure. When you complain, you
should state:
- What your complaint is about;
- What you want them to do about it.
Put your complaint in writing, provide copies of any relevant
documentation, and keep copies. Make sure you ask the NAEA member
or the person dealing with your complaint to confirm in
writing:
- The name of the person at the firm who is handling your
complaint;
- What they propose to do to resolve your complaint and when
they'll do it.
You should receive a substantive response within 15 days of
making your written complaint. It can be helpful to confirm
discussions in writing, ideally by email or by taking notes of
conversations.
Click here to download the Complaint
Leaflet
How to complain to NFOPP
If the internal complaints process doesn't satisfactorily deal
with your complaint, or the member doesn't have a process or you
are ineligible to use it, you may complain to NFOPP. When
contacting us please complete our standard complaint form and
enclose all relevant documents. Do not use pins or staples to
secure the papers. To help us begin an investigation, please
provide, if possible, the following information:
- Completed Complaint
Form;
- Evidence that the member's internal complaints procedure has
been followed; and
- Copies of supporting documents.
Our complaints form can be obtained by clicking
here or by contacting our regulation department on 0844 387
0555