This page must be reviewed and completed with the final legal entity, regulatory principal/network and contact details before the website is made public.
We want to put things right
If you are unhappy with any part of the service, please tell us as soon as possible. We will listen carefully, acknowledge the concern and explain the next steps.
How to contact us
You can begin by calling the number shown on this website. Before launch, this page must include the formal complaints email, postal address, legal entity, authorised principal/network and the person or team responsible for investigating complaints.
What to include
- Your name and preferred contact details.
- A clear description of what happened.
- Relevant dates, names and reference numbers.
- What you would like us to do to resolve the matter.
What happens next
The approved complaints procedure will explain acknowledgement and final-response timescales, record keeping and the escalation route. These details must match the responsible authorised firm’s process.
Financial Ombudsman Service
Whether and how you may refer a complaint to the Financial Ombudsman Service depends on the regulated entity and service involved. The final approved wording, contact details and applicable time limits must be inserted once the regulatory structure is confirmed.