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Complaints Procedure in Brief

Find our Full Complaints Procedure here.

Our Complaints Policy

We are committed to providing a high-quality financial introduction service to all our
clients. When something goes wrong, we need you to tell us about it. This will help
us to improve our standards.

If you have a complaint, please provide us with your details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman http://www.financial-ombudsman.org.uk, any time within the next 6 months

What will happen next?

  1. We will record receipt of your complaint within 3 working days of
    receiving it and check that you have received a copy of this procedure. 
  2. We will in the meantime investigate your complaint. This will normally involve
    passing your complaint to the Director, Mike Lowe, who will review the matter
    and speak to the member of staff who acted for you
  3. The Director will contact you and try to resolve your complaint. If after 3
    working days your complaint has not been resolved he will send you an
    acknowledgement letter confirming the investigations which are taking place.
    All complaints which take longer than 24hrs to resolve will be acknowledged
    by letter
  4. Any investigation and/or mediation will take no longer than 7 weeks to
    complete.
  5. If after 7 weeks your complaint is still not resolved, we will write to you to
    inform you of your statutory rights no later than 8 weeks after receiving
    your complaint, unless we have already explained to you the reason for
    any further delay.
  6. If you are still not satisfied, you can then contact.

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

(or if your concern is with regards to our handling of your personal data the
Information Commissioner’s Office at
https://ico.org.uk/concerns/handling/)

with regards to your complaint. For further information, you should contact
the Financial Ombudsman Service on 020 7964 1000 or email them on
complaint.info@financial-ombudsman.org.uk. 

We are Financial Conduct Authority regulated no. 631176