Skip to main content

Complaints Process

We take all complaints seriously. If something has gone wrong, we want to hear from you and put it right as quickly as possible.

Step 1: Talk to Us First

Most concerns can be resolved quickly when raised directly with us. Please get in touch and describe your concern. We aim to acknowledge all complaints within two business days and resolve them within 10 business days.

You can reach us by:

Step 2: Escalation Within Our Business

If your concern is not resolved to your satisfaction after speaking with your adviser, you can ask for your complaint to be escalated to our principal adviser for a formal review. We will consider all relevant information and provide you with a written response.

Step 3: External Dispute Resolution

If we are unable to resolve your complaint, or if 40 working days have passed since you first raised it, you may refer your complaint to our external dispute resolution scheme. This service is free of charge to consumers.

We are a member of Financial Services Complaints Limited (FSCL), an approved dispute resolution scheme under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

What to Include in Your Complaint

To help us investigate your concern efficiently, please provide:

  • Your full name and contact details
  • A description of what happened and when
  • The name of the adviser involved
  • The outcome you are seeking
  • Copies of any relevant documents or correspondence

Our Commitment

We are committed to resolving all complaints fairly, promptly, and confidentially. Our process is free of charge and will not affect any ongoing relationship with us unless that is the outcome you wish.

All complaints are logged and reviewed as part of our ongoing quality improvement process.