Complaints Policy

Your satisfaction is very important to us and if you are not completely satisfied we would like to know about it.

Complaints Policy

We are committed to your complete satisfaction

Complaints Procedure

If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Services Team with your details and a description of your problem. We are here for you Monday to Friday from 8.00am-5.00pm.

Call us:                  0800 634 3179

Email us:     

Write to us:           Eton House, Eton Hill Road, Radcliffe, Manchester. M26 2ZT

However you contact us, we will:

  • Let you know we’ve received your query
  • Tell you who will be responsible for investigating your complaint
  • Endeavour to return phone calls and emails within two working days
  • Do everything we can to resolve things as quickly as possible
  • Do what we can to attend within fourteen days if a visit to your property is needed
  • Keep you regularly informed of progress throughout
  • Provide a final response within four weeks or explain why this isn’t possible

Financial Services Complaints Procedure

All financial services complaints will be investigated and overseen by our Compliance Department.

The Compliance Department will:

  • Acknowledge your complaint
  • Tell you who is investigating the matters raised and provide you with their address and telephone number
  • Carry out a thorough and impartial enquiry
  • Do everything we can to resolve things as quickly as possible
  • Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this hasn’t been possible

If you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.

You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.

You can contact the Financial Ombudsman Service:

In writing:

Exchange Tower, Harbour Exchange, London E14 9SR

By telephone:  0800 023 4567

By email: