Compliant management
Olompic (O.I.M.T) limited will make every effort to operate in accordance with the Financial Conduct Authority (FCA). We recognize that we have an obligation to our customers who are dissatisfied with our service to resolve any complaint arisen from our customers. If this is not possible for any reason, then we will state our reasons for not being able to do so and propose an alternate completion date to the Customer. If we are unable to resolve the complaint within this timescale, or to the Customers satisfaction, or the Customer does not accept a deferred date, then such complaints may be eligible for consideration by the FCA. We will provide details of our complaints procedures to assist the Customer as part of our first response process.
b) Once a complaint is received it will be recorded in our systems, and the person handling it will respond in writing within 3 business days acknowledging receipt and provide the contact details of complainant such as name, title, and contact details. We will usually contact the customers by email, unless they ask us to contact them by post.
c) We will start investigating the complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping the complainant informed of the complaint progress. In our final response, we will explain our assessment of the complaint to the customer, along with any remedial action or redress.
d) We will aim to send the customer our final response within 15 business days. If we are unable to do this, we will send an update within 15 business days setting out when we will send them our response by.
e) In exceptional circumstances for the reason beyond our control, where we are unable to resolve the matter and issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.
f) If we still be unable to resolve the problem within the new time limit or if the customer will not be happy with its outcome, then the Customer will be entitled to lodge a complaint to FOS. In this instance, we will mark on the complaint file what advice was provided. We will then reclassify the complaint as ‘ Investigated but not resolved”. Claims have been deemed to be investigated and reported to the FCA on this basis