Complaints Policy.

skiani.com is operated by Sean Mason Kiani (ICO registration Z2367786).

We are committed to treating every client fairly and resolving concerns promptly, clearly and with respect.

You can make a complaint using any of the following methods:

• Phone: 07479 739139
• Email: clarity@skiani.com
• Post: write to us at the address we provide in our engagement correspondence.

Wherever possible, please include your name, contact details, a clear description of what went wrong, and what outcome you are hoping for.

We will acknowledge your complaint within two working days of receiving it.

We aim to provide a full response within ten working days. If the matter is complex and we need more time, we will tell you when you can expect our response and keep you updated on progress.

We will look into your complaint thoroughly and impartially. This usually involves:

• Reviewing the relevant file and correspondence.
• Speaking with the person who handled your matter.
• Identifying what went wrong and what can be put right.
• Explaining our findings clearly and telling you what action we have taken or propose to take.

If we conclude that something was not handled as it should have been, we will apologise and take reasonable steps to remedy the position.

If you are not satisfied with our final response, you may have the right to refer the matter to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service at financial-ombudsman.org.uk or by telephone on 0800 023 4567.

If your complaint relates to data protection, you also have the right to contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

We keep a confidential record of every complaint and the steps taken to resolve it. This helps us learn and improve the service we provide.