Complaints & Dispute Resolution

We’re committed to providing the highest-quality service to our clients. That’s why we want to know if you’re not satisfied with our service or advice, to see if we can put it right for you.

If you have a complaint we encourage you to let us know as soon as possible using the form below. Our Complaint Resolution Manager is Keryl Rickard.

If you make a complaint we will:

  • Let you know that we have received your complaint within five working days
  • Consider and investigate your complaint thoroughly
  • Keep a record of your complaint
  • Keep you up to date of the progress
  • Respond to your complaint within 20 working days

Make a Complaint

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How your complaint will be handled

Your adviser will attempt to resolve any issue of dissatisfaction with you immediately.

If the matter cannot be resolved to your satisfaction, the adviser will escalate the complaint to his or her manager, notifying you accordingly. We will send you an acknowledgement of your complaint within five working days of your complaint being notified to us. This will provide you with our timeline to respond to you and the name of the manager who will be managing our response. The manager will investigate and contact you to try to resolve the complaint to your satisfaction.  It is important that you provide this person with all relevant information. 

We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below.

If We Are Unable To Resolve Your Complaint

We expect that our response to you will have addressed the concerns you have raised. If you feel that your concerns have not been appropriately considered, we invite you to submit any further information for consideration.

If we are unable to resolve your complaint despite our best efforts, you can contact our external dispute resolution scheme, who provides a free and independent dispute resolution service.

Independent Dispute Resolution

If we are unable to resolve your complaint within 30 working days to your satisfaction, or if you decide not to use the internal complaints scheme, you can contact The Insurance & Financial Services Ombudsman. This is a free, independent dispute resolution service, who may help investigate or resolve your complaint.