Complaint Handling Procedures

Your Right to Complain

We always aim to provide a high standard of service. If you are unhappy with any aspect of the service you have received, you have the right to complain. OSL Financial Services Ltd ("OSL") handles all complaints, including those relating to activities carried out by our Appointed Representatives ("ARs"). AR firms do not investigate complaints themselves.

How to Contact Us

You can contact OSL directly using any of the following methods:

What We Do When a Complaint is Received

Our actions will be the same whether your complaint is made in writing or verbally. We aim to assess any complaint fairly, consistently and promptly.

Where possible, we'll try to resolve your concerns within 3 working days of receiving your complaint.

If You Are Unhappy with Our Response

If you're not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge, who may be able to help. We'll provide full details of how to do this when we write to you.

What We Do If Your Complaint Is Not About Our Firm

If you complain to us, but we are satisfied that the complaint relates to another firm, we will:

• Write to the firm concerned (if we can identify them), explaining that we believe they need to consider your complaint. We will also enclose details of your complaint. If this was made in writing — the copy of your original letter/email. If this was made verbally — written details of the notes we made.
• Write to you, giving you the firm's contact details. We will also provide you with a copy of the letter we send to the firm. A copy of the letter we send to you will also be sent to the firm concerned.

Financial Ombudsman Service

Some, but not all, complaints can be referred to the Financial Ombudsman Service. You may be able to refer your complaint to FOS if:

• The activity you are complaining about is regulated by the Financial Conduct Authority, and
• You are an eligible complainant (for example, a consumer, a micro-enterprise, a small business, a charity with turnover under £6.5m, or a trustee with assets under £5m)

If your complaint qualifies, we will provide full details of how to contact FOS in our final response letter.

The Financial Ombudsman Service are entirely independent, and the service is free. If your complaint is eligible for referral, the Financial Ombudsman Service can be contacted at: