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Roxburgh financial Services

Complaints Procedure

At Roxburgh Financial Services, we are committed to providing excellent service to all of our clients. If, for any reason, you feel dissatisfied with the services we have provided, we encourage you to share your concerns with us so that we can address them promptly and effectively. Our aim is to resolve complaints as quickly as possible while maintaining transparency and professionalism.

Step 1: Informal Resolution

We encourage clients to initially contact the adviser directly with any concerns. In many cases, issues can be resolved informally. You can reach us by:

Phone: 0141 952 0371
Email: info@roxburghfinancial.co.uk
Post: 151 Glasgow Rd, Clydebank G81 1LQ
Office hours: Mon – Fri 9am – 5pm

Step 2: Formal Complaint Submission

If your complaint is not resolved to your satisfaction through informal discussions, you can escalate the issue by submitting a formal complaint. You can do this by:

Email: stewart@roxburgh-group.co.uk
Post: FAO Stewart Roxburgh, The Roxburgh Group, 151 Glasgow Road, Clydebank, G81 1LQ

Please provide the following details in your complaint:

• Your name and contact details
• A clear description of the issue
• The steps you have taken to resolve the issue
• Any relevant documentation or evidence to support your complaint

Step 3: Acknowledgement and Investigation

Once we receive your formal complaint, we will acknowledge receipt within [Insert time frame, e.g., 3-5 business days]. We will begin an investigation into the matter and aim to resolve the issue within [Insert time frame, e.g., 15-20 business days].

Step 4: Resolution and Outcome

We will notify you of the outcome of our investigation and any actions taken. If we are unable to resolve the issue to your satisfaction, we will explain the reasons why and provide information about your next steps.

Step 5: External Escalation (if needed)

If you are still unsatisfied with the outcome, you may escalate your complaint to an external body:

• The Financial Ombudsman Service (FOS): You can contact the FOS if you are not happy with our final response or if the issue remains unresolved after [Insert time frame, e.g., 8 weeks]. The FOS will assess the case and may make a binding decision. For more information, visit: [Insert FOS website or contact details]

Contact details:
• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk

Our Commitment

We are committed to treating all complaints seriously and with respect, ensuring that all concerns are addressed in a fair and transparent manner. Your feedback helps us improve our services and maintain the highest standards of customer care.

If you have any further questions regarding the complaints process, please do not hesitate to contact us.

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Glasgow Office: 151 Glasgow Rd, Clydebank G81 1LQ T: 0141 952 0371 E: info@roxburghfinancial.co.uk
Troon Office: 17 Ayr Street, Troon KA10 6EB T: 01292 314313 E: info@roxburghfinancial.co.uk
Roxburgh Financial Services is the trading name of J C Roxburgh (Financial Services) Ltd, (FCA 585728), and is registered in Scotland under number 417019. Registered office 151 Glasgow Road Clydebank Glasgow Scotland G81 1LQ. J C Roxburgh (Financial Services) Ltd is authorised and regulated by the Financial Conduct Authority.
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