Complaints & Dissatisfaction Procedure operated by Talk Financial Ltd

This procedure is operated by Talk Financial Ltd in relation to its insurance and investment business services provided under the Client Protection Code.

Our Objectives

• To respond to complaints or feelings of dissatisfaction in a courteous, timely and fair manner.

• To endeavor to address the specific issues raised by our clients and where appropriate update our procedure to avoid recurrence of problems.

• To endeavor to achieve a situation where our client feels we have addressed the complaint or dissatisfaction but if he/she remains dissatisfied with the outcome of our efforts to ensure that he/she is notified of the right to refer the matter to the Financial Services Ombudsman or Pensions Ombudsman.

Procedure

• Talk Financial Ltd will establish and maintain a complaints and dissatisfaction file and all complaints or feeling of dissatisfaction records will be kept for six years.

• Talk Financial Ltd seeks to resolve all complaints and feelings of dissatisfaction with clients.

• Where Talk Financial Ltd receives an oral complaint or feeling of dissatisfaction we will offer the client the opportunity to have the complaint or feeling of dissatisfaction treated as a written complaint or feeling of dissatisfaction and handled in accordance with Talk Financial Ltd complaints procedure. Talk Financial Ltd will investigate the complaint or feeling of dissatisfaction on the basis of our understanding of the issue.

• If the complaint or dissatisfaction has been resolved within 5 working days to the satisfaction of the complainant the complaints procedure need not apply. As record should be kept.

• Talk Financial Ltd will acknowledge in writing each complaint within 5 working days of receipt of complaint. This acknowledgement will contain a copy of these procedures and notification that the complainant can refer the matter to the Financial Services Ombudsman or the Pensions Ombudsman if he/she Is not happy with the outcome of the investigation or if the matter has not been resolved within 40 working days which is the anticipated timeframe within which the firm hopes to resolve the complaint. Contac details of the Financial Services Ombudsman and the Pensions Ombudsman will also be provided.

• Talk Financial Ltd will investigate the complaint as swiftly as possible and the complainant shall receive an update on the complaint at internals of not greater than 20 working days starting from the date on which the complaint is made.

Within 5 working days of the conclusion of the investigation, Talk Financial Ltd shall send a written report of the outcome to the complainant. This report will include an explanation of the terms of any offer that Talk Financial Ltd is:

• prepared to make in settlement of the complaint. Talk Financial Ltd will also inform the complainant of their right to refer the complaint to the Financial Services Ombudsman or the Pensions Ombudsman and will provide the complainant with the their contact details.

• If the complainant is not satisfied with the outcome of the investigation and where Talk Financial Ltd feels that they cannot progress the issue any further, Talk Financial Ltd will write to the complainant advising them of their right to refer the dispute to the Financial Services Ombudsman or Pensions Ombudsman.

• The file will be reviewed before it is closed in an attempt to identify any procedures that can be implemented by Talk Financial Ltd to avoid a repeat of the type of complaint received. Any new procedures will be immediately communicated to all staff.

• All staff will be made aware of the importance of correctly dealing with complaints once they are received and will be aware of the person responsible for reviewing complaints once they are received.

• The person responsible for complaints in Talk Financial Ltd is Stephanie Lam

• Talk Financial Ltd maintains an up to date log of all complaints from clients subject to the complaints procedure.

This log contains:

1. Details of each complaint or feeling of dissatisfaction.

2. Date the complaint was received

3. Details of any other relevant correspondence or records

4. The action taken to resolve each complaint

5. The date the complaint was resolved

6. Where relevant the current status of the complaint which has been referred to the relevant Ombudsman