Complaints Procedure

read all about our complaints procedure

Complaints Information for our Customers

Complaints Manager contact details:

  • Name: Rajesh Shah
  • Telephone: 01782 861100
  • Address: Swift House Liverpool Road Newcastle under Lyme Staffordshire ST5 9JJ
  • E-mail:

Our Procedures

Any complaint, verbal or written, will be referred to our Complaints Manager at the earliest opportunity or to a member of the senior management if the Complaints Manager is unavailable. We will also:

  • acknowledge the complaint in writing promptly
  • give details in our acknowledgement letter of the Financial Ombudsman Service
  • make contact to seek clarification on any points where necessary
  • fully investigate the complaint
  • keep you informed of our progress
  • discuss with you our findings and proposed response.

You will receive contact from us advising you of the progress of our investigation into your complaint if we cannot respond immediately. We will let you have our final response as soon as possible and no later than eight weeks from us being notified by you of your complaint.

Adviser or Provider

Dissatisfaction can be expressed to an adviser about the product provider. We will establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay the investigation and we will proceed with our own investigation. The Complaints Manager will review this matter and take the complaint to the provider if appropriate in consultation with you.


The Complaints Manager will establish the nature and scope of your complaint having due regard to the Financial Conduct Authority’s direction to deal with complaints promptly and fairly and give complainants clear replies and, where appropriate, fair redress.

Eligible Complainants

It is our policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. Eligible complainants are those with potential entitlement to claim against a firm where the complainant believes he/she has suffered a financial loss due to a failure on the part of the firm to deliver the appropriate advice or service and are:

  • A consumer
  • Companies within the EU definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant;
  • Relating to regulated activity;
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

FOS Contact details:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

  • 0800 023 4567 (calls should cost no more than 5p a minute for BT customers - other networks may vary)
  • 0300 123 9123 (calls to this number will be cheaper if using a mobile phone)
  • 02079640500 (if caller is ringing from abroad)

Final response

  • Our Final Response will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
  • We will include details of the Financial Ombudsman Service in our final response when dealing with an eligible complainant and a regulated activity, and explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost.


A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken. This analysis will ascertain whether any of our processes and procedures, need to be changed to ensure customers are treated fairly at all times and whether any other customers have been adversely affected by the same issues.

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within 8 weeks of the firm’s most recent letter, your complaint may also be considered closed.

Financial Ombudsman Service (FOS)

We will co-operate fully, at all times, with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman.

We undertake to pay promptly the fees levied by the Ombudsman.

You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at

FOS Contact details:

  • Address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
  • Tel: 0845 080 1800 (calls should cost no more than 5p a minute for BT customers - other networks may vary) or 020 7964 0500 (this number may be cheaper for calls from some mobile phones and other networks)
  • Email:
  • Website:

Online dispute resolution for consumers

As you will see we have our own internal complaints process. You may alternatively use the online platform for alternative dispute resolutions , established by the European Commission that provides for an out-of-court method to solve any dispute related to and stemming from online sale and service contracts. As a consequence, if you are a European consumer, you can use such platform for resolving any dispute stemming from the online contract entered into with us. You may access the EU Online Dispute Resolution platform via the following link: We will answer any questions via our email address detailed above.