We are committed to providing a high-quality financial introduction service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

f you do have a complaint, please contact us with the details. By law we have eight weeks to consider your complaint but we aim to resolve it quicker than that if possible. If we have not resolved it within this time you may complain to the Consumer Dispute Resolution Ltd http://www.cdrl.org.uk, any time within the next 12 months.

What will happen if I complain?

1. We will record receipt of your complaint within 3 working days of receiving it and check that you have received a copy of this procedure
2. We will in the meantime investigate your complaint. This will normally involve passing your complaint to somebody who will review the matter and speak to the member of staff who acted for you, or direct an investigation.
3. We will in the meantime investigate your complaint. This will normally involve passing your complaint to somebody who will review the matter and speak to the member of staff who acted for you, or direct an investigation.
4. Any investigation and/or mediation will take no longer than 7 weeks to complete.
5. If after 7 weeks your complaint is still not resolved, we will write to you to inform you of your statutory rights. 
6. If you are still not satisfied, you can then contact; Consumer Dispute Resolution Ltd (CDRL) 12-14 Walker Avenue Stratford Office Village Wolverton Mill Milton Keynes Buckinghamshire MK12 5TW - 

(or if your concern is with regards to our handling of your personal data the Information Commissioner’s Office at https://ico.org.uk/concerns/handling/) with regards to your complaint. For further information, you should contact CDRL on their website www.cdrl.org.uk