Problms or Complaints?

Once you have made us aware of the problem, this may meet the definition of a complaint under the guidelines set out by our regulator, the Financial Conduct Authority (FCA).

If this is the case, the below process will apply:

If we are unable to resolve your complaint quickly, we will:

• Acknowledge your complaint promptly
• Assign a dedicated complaint expert who will review your complaint
• Carry out a thorough and impartial investigation
• Keep you updated of the progress
• Do everything we can to resolve things as quickly as possible
• Provide a written response within 8 weeks of receiving your complaint, this will inform you of the results of our investigation or explain why this isn’t possible.

If the issue remain or if you wish to register a complaint, please write to Joe Wadsted at  joe.wadsted@finsgate.com or telephone 020 343 25564. A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at https://www.financial-ombudsman.org.uk or by contacting them on 0800 0234 567.