Help when things go wrong

If you have a complaint about our service, please tell us. We want to put things right first time, and your comments will help us improve.

Given the current global situation, Openwork's head office are all working remotely, including the Complaints team. As we are not working from the building, we are asking if you could please, wherever possible, send us an email rather than post. Your cooperation during this period would be greatly appreciated.

You can speak to our Complaints Management team who can be contacted on 0370 608 2550 (All calls will be recorded for training and monitoring purposes). Our lines are open from 9.00 am to 5.00 pm Monday to Friday.

You can also contact us in writing, or by fax or email at:

Complaints Management
Openwork
Washington House
Lydiard Fields
Swindon
SN5 8UB

Email: clientcomplaints@openwork.uk.com
Fax: 01793 474700

We will reply promptly to your letter and explain how we will be investigating your complaint. We aim to resolve your complaint as soon as possible, however some issues may take a while and we will keep you updated with progress by writing to you after 4 weeks if we haven’t been able to resolve it. There is no charge for this service.

We aim to resolve most complaints within 8 weeks, but if we can’t we will let you know why and explain how much longer we think it will take. At this stage, if you are not happy you can refer your complaint to the Financial Ombudsman Service.

You can also refer your complaint to the Financial Ombudsman Service if we don’t resolve the matter to your satisfaction. The Financial Ombudsman Service can help resolve disputes between firms and their customers, they’re entirely independent, and the service is free.

Ask us for a leaflet or contact the Financial Ombudsman Service at:

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

Phone: 08000 234 567 or 0300 123 9123
Email: enquiries@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

FCA registration number: 408285

Complaints publication report

Firm name: Openwork Limited

Other firms included in this report: None

Period covered in this report: 1 July 2019 to 31 December 2019

Brands/trading names covered: Openwork Limited, Owl Financial

	Number of complaints opened per volume of business	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Home Finance	2.37 per 1000 sales	125	139	6.5%	88.5%	25.9%	Advising, selling and arranging
Insurance and Pure Protection	2.51 per 1000 policies sold	329	338	3.0%	95.6%	13.0%	Advising, selling and arranging
Decumulation and Pensions	11.07 per 1000 policies sold	50	47	0%	87.2%	25.5%	Advising, selling and arranging
Investments	9.44 per 1000 sales or equivalent transactions	37	37	2.7%	86.5%	29.7%	Advising, selling and arranging

We received a higher volume of complaints during this period than we would usually expect to receive due to the Payment Protection Insurance complaints deadline of 29^th August 2019. 96% of complaints closed were resolved within 8 weeks.