Complaints Procedure

We take all complaints seriously and strive to resolve them efficiently and fairly.
How we handle complaints depends on their nature, as outlined below:

1. Complaints Regarding Financial Conduct Authority (FCA) Regulated Products

If a complaint relates to credit broking or an insurance product (a "Regulated Complaint"), we will treat it as such. This includes any verbal, written, or emailed dissatisfaction—whether justified or not—expressed by or on behalf of an individual. A complaint is considered regulated if it concerns the provision or lack of a financial service and claims that the complainant has suffered or may suffer financial loss, significant inconvenience, or distress.

2. Complaints About Goods and Non-Financial Services

Any complaints regarding our goods or non-financial services will be categorized as general complaints.

Complaints Handling Process

While many concerns can be resolved immediately, some require further investigation. Complaints should initially be addressed to our Managing Director via post to our business address or through our online enquiry form.
A relevant manager or director will then contact you to attempt to resolve the matter.

If the issue remains unresolved after 14 days, it will automatically be escalated to the Managing Director.
Once a resolution has been reached, the responsible manager or director will submit the case for closure via the Managing Director.

At any stage, you are welcome to discuss your complaint directly with the Managing Director.

Handling General Complaints

If, after following the process above, we are unable to resolve your complaint to your satisfaction, we will provide details of certified Alternative Dispute Resolution (ADR) providers that you may contact.

Handling Regulated Complaints

For complaints related to FCA-regulated products, we follow a more structured approach:

Upon Receipt of a Complaint
If a regulated complaint is not immediately resolved, our management team will formally log it and acknowledge receipt in writing.

Should we determine that another firm is better suited to handle the issue, we may forward your complaint to them. In this case, we will notify you in writing and provide the name of the company handling your complaint.

Within Eight Weeks
We aim to conclude our investigation and issue a final response within eight weeks of receiving a regulated complaint. If we are unable to do so within this timeframe, we will inform you in writing, explain the delay, and indicate when you can expect a response.

If you remain dissatisfied with our final response, you will have the right to escalate the matter to the Financial Ombudsman Service.