Provision Enterprise Limited
Version: 1.0
Effective Date: 10 Dec 2024
Complaints Manager: Jayceon Barry
Email: compliance@provisionenterprise.com
Tel: 020 3294 8925

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Purpose

This policy outlines how Provision Enterprise Limited handles complaints in accordance with the rules set by the Financial Conduct Authority (FCA) and other relevant regulations. We are committed to treating all complaints promptly, fairly, and impartially to maintain high service standards and client trust.

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Responsibilities

• Management Body: Responsible for implementing and monitoring compliance with the Complaints Policy.

• Complaints Manager: Appointed to investigate and manage complaints.

• Employees: Required to refer all complaints, verbal or written, to the Complaints Manager at the earliest opportunity and cooperate fully in the investigation process.

 

Definitions

• Complaint: An oral or written expression of dissatisfaction from or on behalf of a client, relating to regulated activity, including an actual or potential financial loss, material distress, or inconvenience.

• Eligible Complainant: Includes individuals, micro-enterprises, charities with an income below £6.5 million, trustees of trusts with net assets below £5 million, small businesses, guarantors, and consumer buy-to-let consumers.

 

Policy

Provision Enterprise Limited treats all complaints seriously and ensures all clients, whether eligible complainants or not, are treated consistently and fairly. We aim to resolve complaints efficiently and transparently, complying with all regulatory requirements.

We provide information about the Financial Ombudsman Service (FOS) on our website and in our correspondence with eligible complainants.

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Consumer Awareness

Our Complaints Policy is publicly available on our website and can be provided upon request. Contact details for our Complaints Manager are included in all client communications regarding complaints.

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Timeframes for Complaint Handling

1. Complaints Resolved Within 3 Business Days:
   If resolved within 3 business days, a Summary Resolution Communication will be sent, confirming the resolution and informing eligible complainants of their rights to refer the matter to the FOS if dissatisfied.

2. Complaints Not Resolved Within 3 Business Days:

   • Acknowledgement Letter: Sent promptly to confirm receipt.

   • Progress Updates: Provided within 4 weeks if no resolution has been reached.

   • Final Response: Issued within 8 weeks, detailing our decision, any remedial action or redress, and information on referring the matter to the FOS (for eligible complainants).

 

Financial Ombudsman Service

Provision Enterprise Limited cooperates fully with the FOS and agrees to be bound by its decisions. Eligible complainants can contact the FOS if they remain dissatisfied after receiving our final response.

Contact Details for the FOS:
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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Procedure for Handling Complaints

1. All complaints are referred to the Complaints Manager.

2. Initial assessment is made, and further information may be requested from the complainant.

3. If the complaint cannot be resolved within 3 business days, an acknowledgment letter is sent.

4. Complaints are investigated impartially, with all relevant records reviewed.

5. A final response is issued within 8 weeks, clearly stating:

   • Whether the complaint is upheld or rejected.

   • Any redress or remedial action offered.

   • Information about referring the complaint to the FOS for eligible complainants.

 

Record Keeping and Reporting

We maintain detailed records of all complaints, including their resolution, for a minimum of three years. These records are reviewed regularly for root cause analysis and regulatory reporting via the FCA’s RegData system.

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Breaches of Policy

Breaches of this policy are recorded in our breach log and addressed in line with our Regulatory Breach Policy.

Provision Enterprise Limited – Committed to Fair and Transparent Complaint Handling

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