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Kentfield Private Finance Limited is an appointed representative of Sesame Ltd, which is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers. If you are unhappy with any part of our service, we want to hear about it so we can try to put things right.
You can make a complaint by any reasonable means, including by phone, letter or email.
If you prefer, you can make your complaint directly to Sesame:
You can find more information in Sesame’s How to Complain guide.
Your complaint will be acknowledged promptly and investigated fairly and impartially. Sesame has set guidelines for investigating complaints, and a copy of these will be sent to you with the letter acknowledging your complaint.
You will receive a final response within eight weeks of your complaint being received. If the investigation is not complete within eight weeks, you will be told why, when you can expect a response, and how to contact the Financial Ombudsman Service.
If you are not happy with the final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The service is free of charge, and you must refer your complaint within six months of the date of the final response.
We want our complaints process to be accessible to everyone. If you need extra help, such as communications in large print, Braille or another language, or if your circumstances mean we should handle your complaint differently, please let us know when you get in touch.
