Complaints Procedure

Our complaints process is a simple one as we want to ensure that you receive the best service possible service from everybody in our team which should keep complaints to an absolute minimum.

If for any reason you are dissatisfied please let us know.

Initial complaints will be taken verbally by first point of contact/advisor but a record will be made and if possible a solution or apology offered at that time.

Should you wish to pursue your complaint further or a solution can not be offered initially then further complaints are submitted for assessment by a member of management. Your complaint will be investigated with the intention of issuing a solution within 7 working days though some may take longer.

You will be notified of any relevant action where the company intends for the same problem not to reoccur.

If we haven’t resolved your complaint within 8 weeks, or you‘re not satisfied with the way in which we’ve dealt with it, you can refer your case to the Financial Ombudsman Service.

All of our employees undergo full induction training when they join the company and before they begin any contact with clients. Specific guidance, to ensure customer satisfaction is achieved, is paramount to the company’s complaint handling procedure.