Blevins Franks Complaints Process
At Blevins Franks we always aim to provide the highest possible levels of service and advice. However, whilst every effort will be made to act diligently, complaints can arise and it is important that you know what procedures exist to resolve them. You should advise your Blevins Franks Adviser immediately of any disagreement or complaint and he or she will ensure that the matter is investigated and, wherever possible, a solution provided without undue delay.
Whom to contact
In the event that any disagreement is not resolved in the manner outlined above, you can write to the Head of Compliance of Blevins Franks, at the below address.
Office Address
Blevins Franks Wealth Management Limited
Gasan Centre, Triq il-Merghat Zone 1, Central Business District, Mriehel CBD1020, Malta
Telephone | +356 2327 4000
Email | [email protected]
What happens next
We will send a prompt written acknowledgement of your complaint, usually within 2 business days of receipt. If the nature of the complaint is unclear, we may telephone, e-mail or write to you to clarify the area(s) of concern.
We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.
In our experience, gathering all the facts and paperwork enables us to consider all the information available at the one time, which is in the best interest of reviewing a complaint comprehensively. If we do need to request details from you, we therefore ask that you respond as fully and as soon as possible.
The complaint may be the responsibility either wholly or in part of another firm. In these circumstances we will promptly refer the complaint to the other firm and inform you of this fact and that a final response will be forwarded upon receipt from the other firm. We will also confirm that we are either investigating matters further or issue a final decision letter.
We will endeavour to fully investigate your complaint and respond to you within the prescribed regulatory timeframes. If we are not in a position to provide you with a final response within the prescribed regulatory timeframes, we will send you an interim response, which explains that the firm is still not in a position to issue the final response, giving you an indication of when you should expect to receive the final response.
If we are still unable to respond within the prescribed regulatory timeframes weeks, we will write to you again to advise why and provide information on the relevant financial ombudsman, which is an independent dispute resolution service, to whom you may wish to take your compliant.
Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our decision. Depending upon the nature of the investigation and the time that has lapsed since receipt of the investigation, the letter will consist of our final decision.
If your complaint is not resolved to your satisfaction, then you may be entitled to refer your complaint to the relevant financial ombudsman. In our final decision letter, we will always provide you with full information about how to do this.
United Kingdom
In the UK, complaints can be referred to the Financial Ombudsman Service (FOS).
CONTACT DETAILS
Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London E14 9SR
Tel Overseas | +44 20 7964 0500
Tel UK | – 020 7964 1000
Email | [email protected]
Website | www.financial-ombudsman.org.uk
Malta
In Malta, complaints can be referred to Office of the Arbiter for Financial Services
CONTACT DETAILS
Office of the Arbiter for Financial Services
N/S in Regional Road, Msida MSD 1920, Malta
Freephone | 80 072 366
Telephone | (+356) 21 249 245
Email | [email protected]
Website | www.financialarbiter.org.mt
Portugal
In Portugal, complaints which relate to MiFID investment should be referred to Comissão do Mercado dos Valores Mobiliários (CMVM) whilst complaints which relate to life assurance contract or pension advice should be referred to the Autoridade de Supervisão de Seguros e Fundos de Pensões (ASSFP).
CONTACT DETAILS
CMVM – Comissão do Mercado dos Valores Mobiliários
Av. Liberdade n.° 252, PT-1056-801 Lisboa, Portugal
Telephone | +351 21 317 7000
Email | [email protected]
Website | www.cnmv.es/portal/home.aspx
ASSFP – Autoridade de Supervisão de Seguros e Fundos de Pensões
IAv. da República, 76 1600-205 Lisboa, Portugal
Telephone | +351 21 790 3100
Email | [email protected]
Website | www.asf.com.pt
Spain
In Spain, complaints which relate to MiFID investments should be referred to Comisión Nacional del Mercado de Valores (CNMV) whilst complaints which relate to life assurance contracts or pension advice should be referred to the Complaints Service of the Directorate-General of Insurance and Pension Funds (DGSFP).
CONTACT DETAILS
CNMV – Comisión Nacional del Mercado de Valores
Calle Edison, 4, 28006 Madrid, Spain
Telephone | +34 902 149 200
Email | [email protected]
Website | www.cnmv.es/Portal/home.aspx
DGSFP – Complaints Service of the Directorate-General of Insurance and Pension Funds
Paseo de la Castellana, 44 ES-28046 Madrid, Spain
Telephone | +34 902 19 11 11
Email | [email protected]
Website | www.dgsfp.mineco.es/reclamaciones/index.asp
France
In France, complaints which relate to MiFID investments should be referred to Autorité des Marchés Financiers (AMF) whilst complaints which relate to life assurance contracts should be referred to Le Médiateur de l’Assurance (LMA).
CONTACT DETAILS
AMF – Autorité des Marchés Financiers
Médiateur de Autorité des marchés financiers, Service de la Médiation,
17 place de la Bourse, FR-75082 Paris Cedex 2, France
Telephone | +33 1 5345 6200
Website | www.amf-france.org
LMA – Le Médiateur de l’Assurance
TSA 50110, 75441 PARIS CEDEX 09, France
Website | www.mediation-assurance.org/constituer-mon-dossier
Cyprus
In Cyprus, complaints can be referred to the Financial Ombudsman of the Republic of Cyprus.
CONTACT DETAILS
The Financial Ombudsman of the Republic of Cyprus
13 Lordou Vironos Avenue, 1096, Nicosia, Cyprus
Telephone | +357 22 848 900
Email | [email protected]
Website | financialombudsman.gov.cy
