Complaints Summary

What to do if you have a complaint 

If you wish to register a complaint, please contact us:

In writing:      Write to The Compliance Officer, Julian Harris House, Musgrove, Ashford, Kent TN23 7UN.

By phone:      Telephone 01233 661960.

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

 Are we covered by the Financial Services Compensation Scheme (FSCS)? 

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance

Protection is at 100% where claims:

1.         Arise in respect of a liability subject to compulsory insurance; or

2.         Arise from the death or incapacity of the policyholder due to injury, sickness, or infirmity.

Protection is at 90% where claims arise under other non-compulsory types of policy with no upper limit.

Mortgages

Mortgage advising and arranging is covered for up to a maximum of £85,000, per eligible person, per firm.

Further information about compensation scheme arrangements is available from the FSCS www.fscs.org.uk.

 The Financial Ombudsman Service

Let us know if you need any extra help or support.

We are committed to providing a complaints service that is accessible to all our customers.