Complaints Procedure

Complaints Procedure

Our Dedication to Your Satisfaction: Resolving Issues with Care and Efficiency at Portman Rise

At Portman Rise, we hold your satisfaction as our primary goal, and we are committed to addressing any concerns you may have with utmost care and efficiency. To ensure a smooth and timely resolution process, we have established clear timeframes for handling your issues:

Swift Response: Once we receive your concern, our dedicated team will work diligently to resolve it as quickly as possible. If we can address the matter within three business days, we will promptly inform you through our Summary Resolution Communication.

Acknowledgment within Five Business Days: If your concern requires further attention beyond three days, we will send you a written acknowledgment within five business days. This communication will confirm that we understand the situation and provide you with the name of the person handling your case.

Timely Resolution: If, for any reason, we are unable to resolve the matter sooner, we will ensure that within four weeks, you receive either our Final Response letter or a progress report. The Final Response letter will provide comprehensive details of our investigation, our findings, and the decision we have reached – either 'Uphold' or 'Reject' your concern – along with the reasons for our conclusion.

Extending Support: If the resolution is still pending after eight weeks, we will promptly send you either our Final Response letter or an explanation for the delay, along with an estimated timeframe for providing a final response.

Please bear in mind that a business day refers to Monday to Friday, between 9 am and 5 pm, excluding bank holidays. If your concern is submitted on a non-business day or outside business hours, we will treat it as received on the next business day.

At Portman Rise, we not only promise timely resolutions but also ensure that the person handling your concern possesses the required expertise, knowledge, and authority to respond effectively. Our staff members are fully trained, and we follow a structured and robust complaints procedure to guarantee fair treatment of all concerns.

When we successfully resolve your concern, you will receive one of the following:

Summary Resolution Communication: If your concern is resolved within three business days, we will send you a Summary Resolution Communication. This communication will outline our belief that the matter has been satisfactorily resolved and provide instructions on how to escalate the case if you remain dissatisfied.

Final Response Letter: Upon completion of our investigation, we will issue a Final Response Letter. This letter will provide a detailed explanation of your concern, our investigation process, and the conclusions we have reached. We will either 'Uphold' or 'Reject' your concern, along with the rationale behind our decision. Additionally, if any settlement or redress is awarded, we will explain how it was calculated.

Transparency and your rights are of paramount importance to us. We want you to know that you have access to the Financial Ombudsman Service, an independent and free service established to handle individual complaints between consumers and financial institutions.

If, after receiving our Summary Resolution Communication or Final Response Letter (or after eight weeks if resolution is still pending), you remain dissatisfied with the outcome, you have the right to approach the Financial Ombudsman Service within six months from the date of the letter.

Please note that if you don't refer your concern within the specified timeframe, the Ombudsman may not have the authority to consider your complaint, except under exceptional circumstances.

For your convenience, we will provide you with all the necessary information to contact the Financial Ombudsman Service, including their address, telephone number, and website, in our Summary Resolution and Final Response letters, along with a detailed leaflet explaining their services.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 023 4567

At Portman Rise, we are fully dedicated to resolving your concerns promptly and to your utmost satisfaction. Thank you for choosing us as your preferred partner, and we assure you of our continued commitment to excellent service.