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Internal Complaints Procedures

It is the firm’s policy to treat all complaints, whether regulated or not, according to these Internal Complaints Procedures.

How To Notify Us Of A Complaint

We always strive to provide the highest possible standard of service for our clients. However, should you feel that our service has fallen below the level expected and you wish to register a complaint, please make contact with us as follows:

The Compliance Manager
Runwell Hall Farmhouse
Hoe Lane
Rettendon Common
Tel: 01245 209851
Email: [email protected]

What Will Happen

If we are unable to resolve your complaint immediately, we will acknowledge your complaint in writing to ensure our understanding of your concerns is correct.

We will then fully investigate your complaint, and do everything possible to resolve your complaint as quickly as possible.  We will of course keep you advised of progress.

In the unlikely event that we have not resolved your complaint within 8 weeks we will write to you again to explain the reasons why we have been unable to resolve your complaint and advise you of when we expect to be able to give you our final response.

If you are not satisfied with our final response to your complaint, or if we have still not been able to resolve your complaint within 8 weeks of receipt, you may be entitled to refer it to the Financial Ombudsman Service (FOS).

Who Are The Financial Ombudsman Service (FOS)?

They are an independent service in the United Kingdom for settling disputes between businesses providing financial services and their customers. This service is free to customers.

How To Contact The Financial Ombudsman Service

You can contact the Financial Ombudsman Service as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR
Tel: 0800 023 4567

Alternatively, you can register your compliant via email or online as follows:

Email: [email protected]


To find out more about the Financial Ombudsman Service, you can visit their website:

You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of this time limit in our final response letter to you.