Complaint handling procedures for OSL Financial Services Limited and its Appointed Representative firms.

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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:

By Phone- 01952 459683

By Post- 11 Dinthill, Telford, Shropshire, TF3 2DT

By Email- info@osl-fs.co.uk

Our offices are open Monday to Friday 9am to 5.30pm (except bank holidays).

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 we can resolve your complaint within 3 working days, we will:

>Contact you by the end of the third day of receiving your complaint, confirming how we have dealt with it.

If we cannot resolve your complaint within 3 working days, we will:

>Write to you within 5 working days of receiving your complaint.

>Investigate your complaint further.

>We may need to get a signed letter of authority from you so we can collect certain information from other parties on your behalf.

>We aim to complete our investigation within 8 weeks of receiving your complaint.

>Write to you again when we have completed our investigation, confirming:

-Details of our investigation

-Whether your complaint should be upheld or not

-What corrective action or redress (or both) may be suitable

>If we haven't been able to complete our investigation within 8 weeks of receiving it, we will write to you again, explaining:

-The reason(s) why we have not been able to complete our investigation

-When we hope to complete Our investigation

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 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.

Important: If your complaint relates to unregulated activity such as commercial lending, limited company or SPV buy-to-let, or individual buy-to-let taken wholly for business purposes, or certain packaging-only services, the Financial Ombudsman Service may not be able to consider your complaint.

We will make this clear in our final response.

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:

If your complaint is eligible for referral, the Financial Ombudsman Service can be contacted at:

Post: The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR

Phone: 0800 0234 567 or 0300 123 9123

Email: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk