Complaints Procedure

At Franklyn James Customer Management Ltd ("FJCM", "we", "our" or "us"), we are committed to delivering a professional, fair and respectful service at all times.

We recognise that, on occasion, things may go wrong. When this happens, we welcome feedback and complaints as an opportunity to resolve issues and improve our services.

FJCM is not regulated by the Financial Conduct Authority (FCA). However, where appropriate, we voluntarily adopt complaint-handling, customer care, treating customers fairly and vulnerability principles that are consistent with good industry practice.

Our Commitment

When handling complaints, we will:

Treat all complainants fairly, respectfully and without judgement
Listen carefully and seek to understand the issue
Investigate complaints objectively
Respond promptly and professionally
Consider whether additional support or reasonable adjustments are required
Put things right where we can
Use complaint feedback to improve our services

What Is a Complaint?

A complaint is any expression of dissatisfaction about our service, staff, actions, communications or failure to act, where a response or resolution is expected.

A complaint may be raised directly by you or by an authorised third party acting on your behalf.

How to Make a Complaint

You can contact us using any of the following methods:

Telephone: 0170 2416673
Email: customer@fjcmltd.com
Post:
Franklyn James Customer Management Ltd
128 City Road
London
EC1V 2NX

If you need help making a complaint because of health, accessibility or personal circumstances, we will do our best to support you. Where appropriate, we can communicate with someone you nominate, provided we have your authority to do so.

How We Handle Complaints

When we receive a complaint, we will:

Acknowledge your complaint as soon as reasonably possible
Review the information available to us
Investigate the matter fairly and objectively
Explain what we have found
Confirm any action we intend to take

We aim to resolve most complaints within five working days where possible. If further investigation is required, we will keep you updated and provide a full response as soon as reasonably practicable.

Our Response

Our response will normally include:

A summary of your complaint
What we have considered
Our findings
Any action we will take to put matters right, where appropriate

Vulnerable Customers

FJCM is committed to treating vulnerable customers fairly and with sensitivity.

If you tell us about circumstances that may affect how you engage with us, we will consider suitable support, which may include:

Alternative communication methods
Additional time to respond
Involving an authorised third party
Adjusting the tone, frequency or format of communications
Providing additional explanation where required

Financial Ombudsman Service

As FJCM is not FCA regulated, complaints about our non-regulated services may not fall within the jurisdiction of the Financial Ombudsman Service.

If a complaint relates to an activity that is subject to a separate regulated complaints process, we will explain this to you where applicable.

Data Protection

Complaints are handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

Complaint records are retained securely and accessed only by authorised personnel where necessary.

Monitoring and Improvement

We record and review complaints to help identify trends, improve our processes and strengthen customer outcomes.

Complaint feedback may be used to improve staff training, communication standards, operational processes and customer experience.

Company Details

Franklyn James Customer Management Ltd
Company Number: 16650597
Registered in England & Wales
Registered Office: 128 City Road, London, EC1V 2NX
Telephone: 0170 2416673
Email: customer@fjcmltd.com
Website: www.fjcmltd.co.uk
ICO Registration: Pending

Last Updated: June 2026