Treating Customers Fairly.
Treating customers fairly is central to the delivery of the Financial Conduct Authority retail regulatory agenda, which aims to ensure an efficient and effective market and thereby help consumers achieve a fair deal.
Firms must be able to demonstrate that they are consistently delivering fair outcomes to consumers and that senior management are taking responsibility for ensuring that the firm and staff at all levels deliver the consumer outcomes relevant to their business through establishing an appropriate culture.
Templar European Investment Services fully supports the Financial Conduct Authority TCF initiative and believes it satisfies the six consumer outcomes which are summarised below:
- Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture.
- Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
- Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
- Where consumers receive advice, the advice is suitable and takes account of their circumstances.
- Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
- Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint.
Complaints Procedure
Templar European Investment Services goal is to provide high quality investment services to its clients. The company takes complaints very seriously and considers any complaint to be of paramount importance.
If you have a complaint, we encourage you to choose from the following available methods:
1. by calling us on (+356) 27761094 and requesting to speak with the Compliance Officer
2. by e-mailing us on info@templar-eis.com
3. By sending a letter to the Company’s address: 2nd Floor, 264 Triq il Kbira, Mellieha, MLH 2317. MALTA.
Upon receipt of any client’s complaint, the company will send a written acknowledgment to the client within five (5) business days from the date the complaint is received, confirming that the company will take all the required actions to resolve the complaint, as well as the approximate time required to do so.
The company will send a written response to the client within two (2) weeks from the date the complaint is received. If the client complaint has not been dealt with within the two (2) week period, the company shall send the client a written preliminary response informing him/her about the status of their complaint and shall inform him/her of the remaining steps that are going to be followed in order for the complaint to be resolved.
The company shall strive to resolve all complaints within an eight (8) week period from the date the complaint is received.
If any complaint is not resolved within an eight week period, the company will refer the complaint to the Office of the Arbiter for Financial Services 1st Floor, St. Calcedonius Square, Floriana FRN1530. Freephone Number: 8007 2366 Telephone Number: 21249245 Consumer website: financialarbiter.org.mt
Please contact us in the first instance if for any reason you feel dissatisfied with any aspect of our service.
We will do everything we can to address your complaint and attempt to put things right as quickly as possible.
We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. We aim to provide you with a full written response within 8 weeks and endeavour to keep you regularly updated with the progress of the complaint.
If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you may have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to the Financial Ombudsman Service.
The address of the Financial Ombudsman Service is:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing complaint.info@financial-ombudsman.org.uk