Complaints Policy

Introduction
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We want to:

• Make it easy for you to tell us about your complaint
• Give your complaint the attention it deserves
• Resolve your complaint fairly without delay
• make sure you are satisfied with how your complaint was resolved

How to complain

To make a complaint you can:

• call us on 0161 464 8448. We are available from 9am to 5pm Monday to Friday (please note that we are closed on all UK public and bank holidays).
• E-mail us: peterblack@snowballgroup.co.uk
• Write to : The Managing Director, Snowball Corporate Finance, Riverside, Mountbatten Way, Congleton, Cheshire CW12 1DY

What happens next?
We’ll do all we can to resolve your complaint within three working days. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.

We will write to you with our Final response letter once our investigation is complete, or in any event, no later than eight weeks after receiving your complaint. If you are dissatisfied with our response, you can refer the complaint to our chairman for review at the same address.