For the majority of our products we only provide you with information, not advice, to help you decide if a product is right for you.
We will provide you with a ‘non-advised’ service, which means we will give you information to help you make your decision.
We are authorised and regulated by the Financial Conduct Authority (FCA). Our Financial Services Register number is FRN 791848. You can check this on the Financial Services Register by visiting the FCA’s website http://www.fca.org.uk/register or by contacting the FCA on 0800 111 6768
We treat any information you give us confidentially. On joint applications your information may be shared with the other applicant and you must have their permission to provide their information.
We may share the information with other service providers. We may do this so they can manage your account and to help us develop and improve our products and services. We will ensure your information is used in line with our own strict confidentiality policies and as required under the General Data Protection Regulation (GDPR). Information may be shared with our regulator the Financial Conduct Authority (FCA) for regulatory purposes and the Financial Ombudsman Service.
If you have ‘opted in’ for allowing us to contact you for direct marketing we may use the information to contact you about our products and services. If you later decide that you don’t want to receive marketing information, just contact us via email@example.com or 0300 111 0556.
The information you give us is treated confidentially, in line with the General Data Protection Regulation. You can ask to see a copy of the information held about you.
Making a complaint
If you have a complaint, we will investigate it and give you any rights and remedies which we feel you are entitled to. Your complaint should be addressed to Nichola Storr, Quality Manager, Five Lamps Trading Ltd, Five Lamps, Eldon Street, Thornaby, Stockton on Tees, TS17 7DJ. We will acknowledge your complaint and will try to resolve it within 10 working days.
If we cannot resolve your complaint quickly and need to further investigate it we will send you an initial response.
We will send you a letter by 10 working days to either:
(i) Accept the complaint and where appropriate offer redress; or
(ii) Offer redress without accepting the complaint; or
(iii) Reject the complaint (giving reasons why we are doing this) or
(iv) Explain we are unable to give a final response, advise you of the reason for the delay and tell you when you can expect to receive a final response.
If you are not happy with our response you can appeal the decision to Graeme Oram (Chief Executive)
If you are not happy with our final response, you may have a right to have your complaint dealt with under the Financial Ombudsman Service, Exchange Tower, London, E14 9SR or telephone 0800 0234567 If you wish to do so. The Financial Ombudsman Service permits a complaint to be registered within 6 years from the event or 3 years from when the customer became aware of the complaint. If you are still not happy with this outcome, you are free to go to a civil court instead.
Please ensure you download and read our full Terms and Conditions carefully by clicking here.