Welcome to Prudens Financial Protection Ltd
YOUR PROTECTION IS OUR PRIORITY
We are a firm established to provide professional, bespoke and friendly advice so you may be protected against unexpected and unwanted life events. Nobody wants to ever think about death, critical illness or losing their income due to long-term sickness, but sadly it is a fact of life that these things happen and when they do, if you do not have your income protected or the correct insurance in place, then the shock of having to rely on what savings you might have accrued or relying on minimal state benefits will hit hard.
We’re here to give you all the free advice you need, meaning you can relax in the knowledge that you have the right insurance products to suit your demands and needs, providing peace of mind for you and your family.
At Prudens Financial Protection Ltd we work only for you, our client. Our aim is to recommend the most suitable cover from our panel of insurers and have access to a range of well known insurance providers such as Scottish Widows, AVIVA, Legal & General, AIG, LV, Zurich, Vitality, Guardian, Royal London and Paymentshield, to name just a few.
We do not charge any fees for our professional advice. We can discuss things over the phone, via our Zoom conferencing meeting service, or face to face in the comfort of your own home and all at a time convenient to you.
The first rule of our business is how we Treat Customers Fairly (TCF). Therefore, whether this is the first time you are considering Insurance for yourself, for the protection of your immediate family, maybe to protect your new mortgage debt, or you just need to review your current policies due to changes in your life (marriage, divorce, new job, new home, expected child etc.), then please contact us now to arrange a meeting.
COMPLAINTS PROCESS
Prudens Financial Protection Ltd are an appointed representative of PRIMIS Mortgage Network, a trading name of First Complete Limited. First Complete Limited is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email.
Our contact information:
• Write to: Mr Paul Pearce, Director, Prudens Financial Protection Ltd, 13 Pendle Drive, Ormskirk, L39 2EA
• Telephone: 01695 577 802
• Email: [email protected]
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
• Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
• Telephone: 0121 767 1139
• Email: [email protected]
You can also complain via their website:
• https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints – We will use this process if:
• your complaint is about a simple matter – that we can look into and solve quickly and easily; and
• you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away.
Formal Complaints – The formal complaints process will be used where:
• we can’t resolve your complaint to your satisfaction within 3 working days: or
• your complaint is likely to involve more complex assessment or investigations; or
• you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance; or
• you ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: [email protected]
You can also visit their website and refer complaints to them online by visiting https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support.
We are committed to providing a complaints service that is accessible to all our customers. If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.