Complaints Procedure - Cloak and Dagger Tattoo

Effective date: 11/07/2025

Name: Bestall Limited t/a Cloak and Dagger Tattoo
Telephone: 0207 175 0133
Address: 34 Cheshire Street, London. E2 6EH
Email:

Our Procedures

Any complaint, verbal or written, will be referred to our complaints manager at the earliest opportunity, or to a member of the senior management if the complaints manager is unavailable. We will:

  • Acknowledge the complaint in writing promptly
  • Provide details of the Financial Ombudsman Service
  • Seek clarification if necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss our findings and proposed response with you

You will be updated if we cannot respond immediately. We aim to send our final response as soon as possible and not later than eight weeks.

Definition of a Complaint

The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, involving financial loss, material distress, or inconvenience.

The Financial Conduct Authority complaints rules apply to:

  • Complaints by or on behalf of an eligible complainant
  • Relating to regulated activity
  • Involving financial loss, material distress, or inconvenience

Eligible Complainants

We treat all complainants equally, though eligible complainants have additional legal rights that we must acknowledge.

Adviser or Provider

If your complaint involves dissatisfaction with a product provider, we will determine whether the complaint relates to advice given or the product itself. We’ll proceed with our own investigation and involve the provider if appropriate.

Investigation

The complaints manager will investigate your complaint in accordance with FCA guidelines:

  • Handle complaints promptly and fairly
  • Provide clear replies and, where applicable, fair redress

Complaints Settled Within 3 Business Days

If resolved quickly, we will issue a ‘Summary Resolution Communication’ that:

  1. Confirms the complaint is considered resolved
  2. Informs you of your right to refer it again or to the Ombudsman
  3. States if we consent to waive time limits
  4. Provides the Ombudsman’s website
  5. Mentions further information availability on their site

We may use alternative communication methods where appropriate.

Final Response

Our final response includes our decision and reasoning. If compensation is offered, we will provide the method of calculation. If you are an eligible complainant, we will:

  • Inform you to refer to the Ombudsman within six months
  • Indicate if we waive relevant time limits

Closing a Complaint

We consider the complaint closed once our final response is issued. You may still contact the Financial Ombudsman Service afterward.

Financial Ombudsman Service

We cooperate fully with the Ombudsman and agree to be bound by any decisions made, including paying any associated fees.

Contact: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 / 0300 123 9123 / 020 7964 0500 (abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk