Complaints Policy
1. Our Commitment
Redhawk Legal Ltd (trading as Tremont Legal) is committed to providing a high standard of service.
If you are dissatisfied with any aspect of our service, we encourage you to inform us so that we can investigate the matter promptly and fairly.
We handle complaints in accordance with the Financial Conduct Authority (FCA) Dispute Resolution (DISP) rules.
2. What Is A Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, about the provision of our services or a failure to provide a service.
You do not need to use the word “complaint” for us to treat it as one.
3. How To Make A Complaint
You can submit a complaint by contacting:
Complaints Department
Email: enquiries@tremontlegal.co.uk
Please include:
- Your full name
- Contact details
- Relevant reference number (if applicable)
- A clear description of your concerns
We may contact you if further information is required.
4. How We Will Handle Your Complaint
Upon receiving your complaint:
- We will acknowledge it promptly.
- We will investigate the matter fairly and impartially.
- We may contact you to obtain additional information where necessary.
We aim to resolve complaints as quickly as possible.
In accordance with FCA rules, we will provide a Final Response within eight weeks of receiving your complaint.
If we are not in a position to provide a Final Response within eight weeks, we will write to you explaining the reasons for the delay and informing you of your right to refer the matter to the Financial Ombudsman Service.
5. Financial Ombudsman Service
If you are dissatisfied with our Final Response, or if eight weeks have passed since you first raised your complaint, you may refer the matter to the Financial Ombudsman Service (FOS).
You must refer your complaint to FOS within six months of the date of our Final Response letter.
The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk
The service is free of charge.
6. Record Keeping
We maintain records of complaints in accordance with FCA regulatory requirements.
7. Continuous Improvement
We review complaints periodically to improve our services, processes and internal controls.
