Complaints Procedure

Our aim is to provide a premier service, ensuring your customer journey and experience is one to remember. We pride ourselves on educating our clients on all solutions and empowering them to make an informed decision for themselves, whilst we are regulated to advise on the best solutions to suit your needs and situation. If you are unhappy, for any reason, with our service or your experience we would welcome your feedback and the opportunity to put things right. We are passionate about our service and want to ensure we are providing a stress-free journey and so we welcome your comments, empowering us to make the service the best it can be.

Here you can find out how to make a complaint and how to escalate your complaint should we be unable to resolve your concerns.

If you have a complaint

We want to hear from you, we are committed to resolving all concerns as a matter of urgency. Please contact us on 01772 831 890 and request to speak to the complaints manager.

In the first instance, we will look to resolve your concerns verbally however should we be unable to do so we will request you put your concerns in writing to, we will acknowledge your concerns within 24 hours and will commit to responding within 5 working days. We are committed to resolving your complaint within 14 working days, once we have completed any necessary investigations.

If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

Or by Calling: 0800 023 4 567 – calls to this number are now free on mobile phones and landlines
Or 0300 123 9 123 – calls are charged at the same rates as 01/02 numbers on mobile tariffs
Or +44 20 7964 0500 if you are calling from outside the UK

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