COMPLAINTS PUBLICATION REPORT

Baines & Ernst takes pride in providing our customers with the best possible service, but we do recognise that things can occasionally go wrong. We aim to resolve all complaints we receive within eight weeks of receipt and customers also have the right to refer their concerns to the Financial Ombudsman Service (FOS), who adjudicate on complaints between regulated firms and their customers. For more information on how we handle complaints and what to do if you are dissatisfied, please read our Complaints Procedure here.

As a professional debt management company, Baines & Ernst is authorised and regulated by the Financial Conduct Authority (FCA) who require financial service firms to report on the number of complaints handled every six months. Below is the summary information for all complaints received by Baines & Ernst in relation to our debt management business across 2016.

Firm name:  Baines & Ernst Limited
 Group:  Paymex Limited
 Period covered:  1st January – 31st December 2016
 Trading Names Covered:  Baines & Ernst Limited; Solve & Save; Baker Evans

 

Product / service Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld
Credit Related 1,938 1,832 54.1% 42.7% 45.3%

For context, the number of complaints related to our debt management business increased by 36.1% from the previous year. This was largely the result of changes in reporting rules and an increase in claims management complaints. Of the complaints received in 2016, 10% related to historic cases that were no longer active accounts. The main cause of complaints received was classified as ‘Errors / Not Following Instructions’.

While Baines & Ernst’s primary business relates to our debt management activities, we are also authorised and regulated by the FCA for insurance mediation and by the Claims Management Regulator for claims management services. Over the course of 2016, we received a total of 43 complaints regarding our insurance mediation activities with 455 policies sold, and a total of 52 complaints regarding our claims management services (equivalent to 27 complaints per 1,000 cases commenced).