At SHB we strive to offer the highest quality of service and products. If for any reason a customer is unhappy with our service we will deal with these issues fairly and promptly. Complaints/issues should be sent to our dedicated Customer Services Team at:
customerservices@shb.co.uk

Time Limit Requirements

Within 5 working days (or immediately on realising the informal complaints handing process will not reach resolution) of the complaint the Customer Services Team will send a written Acknowledgement Letter/email confirming:

  • Receipt of the complaint
  • The name or job title of the individual handling the complaint
  • Details of the Complaint Internal Handling Procedures
  • Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

If the complaint has been made verbally then the Acknowledgement Letter will request the Complainant to confirm the Advisers understanding is correct in writing.
 
Within four weeks (if not completed) of the date the complaint was received the Customer Services Team will, either send the complainant;

  • A final response  or
  • A 4-week letter explaining why the Customer Services Team is not yet in a position to resolve the complaint and indicate when further contact will be made (this must be within eight weeks of receipt of the complaint).

Within eight weeks of the date the complaint was made the Customer Services Team will either send the complainant;

  • A final response  or
  • An 8-week letter confirming the following:
    • Explaining the reasons why they are not in a position to make a final response
    • The reasons for the further delay, indicating when they expect to be able to provide a further response
    • Explain that if the complainant is dissatisfied, they may refer the complaint to the Financial Ombudsman Service whose website address is www.financial-ombudsman.org.uk
    • Attach a copy of the Financial Ombudsman Service’s explanatory leaflet.

Final Response

Once the complaint investigation is complete and a conclusion made a final response letter will be issued to the complainant.

The final response letter must contain the following;

  • A summary of the complaint and outcome of the investigation
  • Details of any offer of redress which the Complaints Department considers appropriate or why no compensation has been offered
  • Confirmation that the complainant may refer the complaint to the Financial Ombudsman Service if they are dissatisfied with the final response and that they must do this within six monthsDetails of the Financial Ombudsman Service can be found on the website address www.financial-ombudsman.org.uk

Once the complaint investigation is complete and a conclusion made a final response letter will be issued to the complainant.