Nightingale Protection

    Complaints Procedure

    Nightingale Protection Ltd is an appointed representative of Kingsmead Financial Planning Ltd which is authorised and regulated by the Financial Conduct Authority.

    We are committed to providing a high standard of service. However, if you are unhappy with any aspect of our service, we want to know about it so we can try to put things right.

    How to make a complaint

    You can make a complaint directly to Kingsmead Financial Planning Ltd using the following contact details:

    You can also make a complaint to Nightingale Protection Ltd in the first instance:

    Simplified complaints (resolved within 3 business days)

    We may use a simplified process if:

    • your complaint is about a simple matter we can look into and resolve quickly; and
    • you contact us (Nightingale Protection Ltd) first rather than Kingsmead.

    We will investigate and aim to resolve your complaint by the close of the third business day following the date we receive it. If we resolve your complaint within this timeframe, we will send you a written summary resolution communication confirming the outcome and your right to refer the matter to the Financial Ombudsman Service if you later remain dissatisfied.

    If we cannot resolve your complaint within 3 business days (or you do not confirm acceptance within that period), the complaint will be referred to Kingsmead Financial Planning Ltd and handled under the formal complaints process below.

    Formal complaints (up to 8 weeks)

    The formal complaints process will be used where:

    • we cannot resolve your complaint to your satisfaction within 3 business days; or
    • your complaint is more complex; or
    • you make your complaint directly to Kingsmead Financial Planning Ltd; or
    • you ask us to deal with your complaint formally.

    Kingsmead Financial Planning Ltd will acknowledge your complaint promptly and investigate it fairly and impartially. They will issue a final response within 8 weeks of receiving your complaint, or (if they are not in a position to do so) they will write to explain why and tell you when you can expect a final response, and that you may refer the complaint to the Financial Ombudsman Service.

    The Financial Ombudsman Service (FOS)

    If, after Kingsmead Financial Planning Ltd's final response, you are still not satisfied, you have the right to refer your complaint to the Financial Ombudsman Service. The service is free to consumers.

    You can contact the Financial Ombudsman Service using the following details:

    Time limits

    You must refer your complaint to the Financial Ombudsman Service within six months of the date of the final response (or summary resolution communication, where applicable). If you do not refer your complaint in time, the Ombudsman may not be able to consider it.

    Accessibility and support

    Let us know if you need any extra help or support. We are committed to providing a complaints service that is accessible to all customers. If you have any difficulties with any element of the process, or if there are circumstances that mean we need to change how we handle your complaint, please tell us when you contact us.