Registering a complaint with us: What happens next?

Our aim is to provide you with an excellent service. If you are unhappy with our service for any reason, please contact our Customer Services Team by writing to us at:

You may also wish to use our ‘contact us’ form to submit your complaint.

What we would need to locate your details in our database?

  • Your full name.
  • Your address with post code.
  • We may require further details; a phone number could be really useful.
  • Please mention your preferred time to be contacted by us in case required.

We normally request you to give us 3 working days, but we aim to respond much quickly.

First we try to locate your details in our database to ensure that you really used our website. Once we locate your details (in case you have used our service), we identify the broker who was in touch with you regarding your query in the past. After we have had an opportunity to investigate your concerns, we will issue you with a final response.

We aim to resolve all complaints satisfactorily within 4 weeks of receipt, and we will provide you with a full written response within 4 weeks of receipt of your complaint; although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.

Depending on the nature of your complain and if you remain dissatisfied with our response, you may have the right to refer your case to the Financial Ombudsman Service at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR; telephone :0300 123 9123 or 0800 023 4567; email:;; website will inform you if this right of referral applies to you.

If you are unhappy with any product you have obtained from a third party or have any complain regarding any third party, you should address your complain directly to that third party. If you require their contact details, please contact our Customer Services Team ( who will be happy to assist.