Legal
Complaints Procedure.
Our promise to put things right, fast. Regulated by the Institute of Financial Accountants.
Our promise to put things right, fast. Regulated by the Institute of Financial Accountants.
We work hard to give every client a great service, and most issues never become formal complaints. But if you're unhappy with anything we've done, we want to know. This page explains exactly how to raise a concern and what we'll do about it.
This procedure complies with the rules of our regulator, the Institute of Financial Accountants (IFA).
The fastest route is usually the quickest fix. You can raise a complaint by any of these channels:
To help us resolve things quickly, please tell us:
If your complaint is particularly complex and we need longer than 28 working days, we'll write to you to explain why and tell you when you can expect our final response. In any case, we aim to give a final response no later than 8 weeks from the date of your complaint.
We hope to resolve every complaint internally, but if you're unhappy with our final response (or we haven't resolved your complaint within 8 weeks), you can escalate it to our regulator:
CRL Park House, 196 King's Cross Road, London, WC1X 9DB
Email: complaints@ifa.org.uk
Phone: 020 3567 5999
For complaints about data handling, you can also contact the Information Commissioner's Office (our ICO registration is ZC033043):
We keep a log of all complaints and how they were resolved. This helps us spot patterns, train the team and keep improving. Records are retained for a minimum of 6 years in line with our professional obligations.
Raising a concern will never affect the standard of service you receive from us. We treat every complaint as an opportunity to improve.