Tomohard ltd, trading as Tomohard, wants to put things right if you are unhappy with our website, our service, or advice we have given. This page explains how to complain, how we handle a complaint, and when you can ask the Financial Ombudsman Service to look at it.
1. How to contact us
Tomohard ltd, trading as Tomohard.
Email: info@tomohard.com
Please mark your message “Complaint” and send it by email or post. You may also telephone us and ask for a complaint to be recorded. If you need the information in a different format, tell us and we will try to provide it.
2. What to include
- your name and the contact details we should use;
- the name of anyone who dealt with you, if you know it;
- what happened, and when;
- what you would like us to do to put it right; and
- copies of letters, emails or illustrations that help explain the point.
You may ask someone else to complain for you. We may need written authority, and proof of their identity, before we discuss your file with them.
3. What we will do
- We will acknowledge your complaint promptly, and in any event send you a written acknowledgement.
- We will investigate fairly, using the information you provide and the records we hold.
- We will keep you informed of progress if the investigation is still open.
- We will send you a final response as soon as we can, and no later than eight weeks after we receive the complaint. The final response will set out our view, whether we accept the complaint, what we will do to put things right if we accept it, and your right to go to the Financial Ombudsman Service if you are eligible.
If we cannot send a final response within eight weeks, we will write to explain why, tell you when we expect to respond, and explain how you can refer the complaint to the Ombudsman at that point if the rules allow it.
Putting things right can include an explanation, an apology, a correction of a record, completing work we had agreed to do, or, where you have suffered a loss because of our mistake, a payment that reflects that loss. We will explain the basis of any offer.
4. The Financial Ombudsman Service
If you are an eligible complainant and you are not satisfied with our final response, or eight weeks have passed since we received your complaint, you may be able to refer it free of charge to the Financial Ombudsman Service. Eligibility depends on the type of activity and on your circumstances. The Ombudsman decides whether it can look at a complaint.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Freephone: 0800 023 4567
Website: financial-ombudsman.org.uk
You normally need to refer a complaint to the Ombudsman within six months of our final response. There are also time limits from the date of the event you are complaining about, generally six years from the event or, if later, three years from when you knew or ought to have known you had cause to complain. The Ombudsman can explain how those limits apply to you.
Using this procedure does not affect any right you may have to take legal action. You may also complain to the Financial Conduct Authority, although the FCA does not investigate individual complaints or award compensation. Individual complaints are for us and, where it has jurisdiction, the Ombudsman.
5. Data protection complaints
If your concern is about how we have used personal data, please see the UK GDPR page. You can complain to the Information Commissioner’s Office as well as, or instead of, using this procedure. The Ombudsman and the Information Commissioner have different roles, and we will tell you which route applies if it is not clear.
6. Accessibility of this procedure
You can complain by email, post or telephone. If a disability or a language need makes any of those difficult, contact us and we will agree a reasonable alternative. Our accessibility statement explains how to ask for information in another format.