Cox Mahon Limited endeavours to ensure that our clients receive a first-class customer service, however, we are aware that occasionally, it is possible that we may fail to meet your expectations. Set out below are the procedures which we have put in place to ensure that complaints are handled fairly, effectively, and promptly.

How To Make A Complaint

If you need to make a complaint, in the first instance, you should contact us either in writing to Ruth Lewis at Cox Mahon Limited , Windsor House, Holsworth Park, Oxon Business Park, Bicton Heath, Shrewsbury, SY3 5HJ or by telephone at 01743 366350, or by email at [email protected].     

Our Complaints Handling Procedure

Where a complaint arises, we will, wherever possible, endeavour to resolve the matter by no later than the close of business the third working day following receipt. If this is not possible, to enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, details of which are shown below.

  1. We will acknowledge your complaint promptly, to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office, and details of the service of the Financial Ombudsman Service, where this applies.
  2. In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving the reasons for our decision and ensure that your complaint is promptly forwarded to the appropriate party, in writing.
  3. We will aim to make a final response to you as soon as is practicable and keep you reasonably informed as to progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.
  4. By the end of eight weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response, or the delay at this time, you will have a period of six months in which you can refer the matter to the Financial Ombudsman Service, whose details are shown below.

When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses, or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied.

The Financial Ombudsman Service provides consumers with a free, independent service for resolving disputes with financial firms. The contact details are;

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Phone: 0300 123 9 123 or 0800 023 4567
Email: [email protected]

The Financial Ombudsman Service can only consider your complaint provided you are a personal customer or business customer with a turnover within certain limits and have given us a reasonable opportunity to resolve your complaint.