Complaints Policy
Encore Financial Planning is authorised and regulated by the Financial Conduct Authority as a Trading Style of Barras Capital Management (FCA Number 992232). We aim to handle all complaints promptly and fairly.
Our Commitment
At Encore Financial Planning, we are committed to providing the highest standards of service at all times.
We recognise that, on occasion, things may not go as expected. When this happens, we welcome the opportunity to put things right and to learn from the experience.
We take all complaints seriously and treat them as an opportunity to improve. Our approach to handling complaints is guided by fairness, transparency, and respect, and we comply fully with the Financial Conduct Authority’s (FCA) requirements.
Our Principles
Our policy is built on the following key principles:
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Fairness: We will treat every complaint fairly, consistently, and with integrity.
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Accessibility: Clients can raise concerns easily and without unnecessary barriers.
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Transparency: We will explain clearly what we are doing and why.
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Timeliness: We aim to resolve all complaints as quickly as possible.
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Learning: We use feedback and complaint outcomes to improve our service continuously.
Making a complaint
If you are unhappy with any aspect of our service, please let us know. You can contact us:
In writing:
Barras Capital Management plc, Saxon House, 27 Duke Street, Chelmsford, Essex, CM1 1HT
By email:
info@barrascapital.com
By phone:
0333 2248069
To help us understand and respond effectively, please include:
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Your name and contact details;
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A clear description of your concerns; and
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Any relevant reference numbers or supporting information.
You can also make a complaint on behalf of someone else, provided you have their consent.
How we handle complaints
We take all complaints seriously and ensure that they are reviewed independently, promptly, and fairly.
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We will acknowledge your complaint in writing within 5 business days of receiving it.
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A senior member of our team, who was not directly involved in the matter, will review your complaint and carry out an impartial investigation.
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We aim to provide a final written response within 8 weeks of receiving your complaint.
If, for any reason, we cannot provide a final response within 8 weeks, we will write to explain why and inform you of your right to refer the matter to the Financial Ombudsman Service at that stage.
If you are not satisfied
If you remain dissatisfied after receiving our final response or if eight weeks have passed since you first made your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
You must do so within six months of receiving our final response.
Financial Ombudsman Service contact details:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
The Financial Ombudsman Service is an independent body established to resolve disputes between financial businesses and their customers.
Our commitment to improvement
We record, monitor, and review all complaints to ensure that any root causes are identified and addressed.
Findings are used to strengthen our systems, training, and client service.
All complaints are handled confidentially and in accordance with our legal and regulatory obligations. Records are retained for a minimum of three years.
Our Promise
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Your concerns will always be handled confidentially, fairly, and with respect.
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We will keep you informed throughout the process.
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We will comply with all regulatory requirements and act with integrity and professionalism.
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We will use every complaint as a chance to improve the service we provide.
We value the trust our clients place in us and are committed to maintaining it through openness, accountability, and continuous improvement.