A complaint is any expression of dissatisfaction about our services, staff, or processes, whether made verbally, in writing, or via email.

Complaint Handling Process

1. Raising a Complaint

• Verbal Complaints:

  • Our team will listen empathetically, propose an immediate resolution, and confirm next steps in writing within 24 hours.

  • If unresolved, we’ll escalate to a formal written complaint.

• Written Complaints:

  • Submit via email to [email protected] or post to our office address.

  • You’ll receive an acknowledgment within 1 business day, including a case reference number and expected resolution timeline.

2. Investigation & Resolution

• Complaints are investigated by a senior team member unconnected to the issue.

• We aim to resolve all complaints within 5–7 business days.

• If delays occur, we’ll provide weekly updates until resolution.

3. Escalation

If unsatisfied with our response, you may escalate to:

• Financial Ombudsman Service (if applicable) within 8 weeks, free of charge.