How to Make a Complaint: Step-by-Step Guide

Our Commitment

YourFinances.co.uk is committed to providing a high-quality service. However, we understand that sometimes things can go wrong. If you are dissatisfied with any aspect of our service, we want to hear from you. This procedure explains how we handle complaints to ensure they are dealt with fairly and promptly.

1. How to Make a Complaint

You can submit a complaint through any of the following channels:

• Email: complaints@yourfinances.co.uk
• Post: Complaints Department, YourFinances.co.uk, [Your Company Address], London, W1A 1AA.

Please include your full name, contact details, and a clear description of your complaint.

2. What Happens Next

We will handle your complaint in the following way:

• Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
• Investigation: We will conduct a thorough investigation into the issues you have raised.
• Final Response: We aim to provide a final written response within 8 weeks of receiving your complaint. This response will explain our findings and any action we are taking.

3. If You Are Not Satisfied

Our role is to introduce you to FCA-regulated partners. If your complaint relates to the information on our website, we will handle it directly. If it relates to the advice or service provided by one of our partners, we will forward your complaint to them and inform you.

If you are not satisfied with our final response, or the response from our partner firm, you may have the right to refer your complaint to the Financial Ombudsman Service. This service is free and independent.

The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.