Oasis Financial Services

Internal Complaints Procedure

1. Your Contacts at Oasis.

The Complaints Officer will handle all complaints received by Oasis.

The Compliance Officer is to whom you should write if you are dissatisfied with the handling of your complaint or the outcome of the investigation.

The Complaints Officer has the authority to settle complaints (including the offering of redress where appropriate) and have ready access to the Compliance Officer when required.

2. Oasis Internal Complaints Handling Procedure.

You may make your complaint by letter, telephone, or e-mail. Please include your reference number and the word “complaint” on the correspondence if your complaint is in written form. If you complain about another firm we have been dealing with we will pass your complaint onto them and at the same time notify you we have done so. We will then regard ourselves as having dealt with the complaint.

If your complaint is with Oasis we will acknowledge receipt within 5 working days. If you have made your complaint by any other means other than the telephone and you do not receive this acknowledgement please contact us to ensure we have received it.

We will endeavour to resolve all complaints within 4 weeks but if there is some reason why this is not going to be possible we will write to you within that period to advise you why we are not in a position to resolve the complaint and when we will write again.

If we are still unable to complete our investigations after 8 weeks we will again write to you to advise you of why we are still not in a position to issue you a final response. We will also at this stage advise you of your rights to refer the matter to our Regulator, The Department Of Constitutional Affairs.

If we request information from you to enable us to carry out a proper investigation and this is not sent to us we will regard our complaint as concluded after 8 weeks of receiving your complaint.

At the conclusion of our investigation we will send you a Final Response letter to:

1. Explain the outcome of our investigation

2. Explain the reasons for rejecting the complaint OR the nature and terms of any redress which we are prepared to make in satisfaction of your complaint. (Appropriate redress will not always involve financial compensation it may, for example, involve an apology.)

3. Inform you of your options if you are not satisfied with the outcome.

The Oasis Complaint Handling Code of Conduct

Oasis will:

1. Handle your complaint in a timely and consistent manner in accordance with Oasis Internal Complaints Handling Procedures.

2. Resolve your complaint at the earliest possible stage.

3. Address adequately the subject matter of your complaint and, if upheld, to offer appropriate redress.

4. Ensure that any redress is fair compensation for any acts or omissions for which is was responsible and comply with nay offer of redress which you accept.

5. Comply with the rules of the regulator to which it subscribes

6. Co-operate with the regulator if the client refers the complaint to them.

3. Oasis Records

We will retain the records of any complaint for 6 months from the date of the final decision letter.

4. Oasis Contact Details

Complaints Officer

Oasis Financial Services

Fortress House, Skyliner Way, Bury St Edmunds, IP32 7YA

Telephone 01284 717830

Fax 01284 717833

e-mail: complaint@mis-sold.com