How to make a complaint

We strive to provide excellent client experiences, if our service has not met your expectations you have the right to complain.

We want to make it as easy as possible for you to make a complaint, so we have many ways in which you can contact us:

How we will manage your complaint

We will do our best to manage your complaint as effectively and quickly as possible. Once your complaint is assigned to a member of our team, the investigator will acknowledge your complaint via email/phone or letter and include their contact number. We will also give you an expected time frame as to when you can expect to receive a response to the issues you have raised. If you have any questions while your complaint is being investigated, please do not hesitate to contact the investigator.

What if I am unhappy with your response?

We want to resolve complaints to your satisfaction whenever possible. If we can’t reach agreement with you, you can refer your complaint to the Financial Services and Pensions Ombudsman. The Financial Services and Pensions Ombudsman is an independent, impartial, fair and free service that helps resolve complaints with pensions providers and regulated financial services providers.