Complaints Procedure 2026

When our firm receives an oral complaint, we will offer the consumer the opportunity to have this handled in accordance with our firm’s complaints process.

The procedure below need not apply where the complaint has been resolved to the complainant’s satisfaction within 5 working days of receipt of the complaint, provided however that a log of the complaint shall be kept and maintained.

It is the policy of Lacey Financial Limited to ensure that:

  • The Complaint is documented in full on the client’s file.
  • A summary note of the complaint is made in the complaint log which is crossed-referenced to the client’s file.
  • We will acknowledge each complaint on paper or on another durable medium within 5 working days of the complaint being received, and such acknowledgement shall include –
  • clear and complete details of our procedure for handling complaints
  • inform the client that if they are not happy with the decision at the conclusion of our investigation into the complaint, they can refer the matter to the relevant ombudsman, and
  • the contact details of the relevant ombudsman
  • We will inform the client that Mr. Brian Lacey is to be the complainants point of contact in relation to the complaint until the complaint is resolved or cannot be processed further.
  • We will provide the client with a regular written update on the progress of the investigation of the complaint on paper or on another durable medium, at intervals no greater than 20 working days, starting from the date on which the complaint was received.
  • We shall investigate and make reasonable efforts to resolve a complaint within 40 working days of having received the complaint.
  • Where the 40 business days have elapsed and the complaint is not resolved Lacey Financial Limited will inform the client of the anticipated time frame within which we hope to resolve the complaint. We will advise the client of the consumer’s right to refer the matter to the financial Services Ombudsman or the Pension Ombudsman, where relevant, and will provide the client with the contact details.
  • We will advise the client on paper or on another durable medium, within 5 working days of the completion of the investigation of a complaint of –
  • the decision at the conclusion of the investigation, including the reasons for that decision
  • where applicable, the terms of any offer or settlement being made to the consumer making the complaint
  • where the consumer has a right to refer the matter to a relevant ombudsman, the fact that the consumer may refer the matter to the relevant ombudsman, and the contact details of such ombudsman.
  • Our firm will maintain an up-to date log of all complaints received from consumers.

Complaints Responsibility

The person nominated within the firm for dealing with complaints is Mr. Brian Lacey.