We always try and get our service right first time, so we’re sorry if things have gone wrong.
We are committed to providing the highest level of quality and service. We hope that you will never have a reason to complain or be dissatisfied with our service, but we also know that sometimes things do go wrong and, as a valued customer, we want to put things right as soon as possible.
HOW DO I MAKE A COMPLAINT?
If your complaint concerns the administration or service of your SIPP account, you can contact us in one of the following ways:
• In writing (by email, letter or fax)
• By telephone
• In person
DEALING WITH YOUR COMPLAINT
Your complaint will be dealt with by an experienced member of staff who will ensure that you are regularly kept informed of our progress with regards to your complaint.
Our aim is to resolve your complaint as quickly as we can
• we will acknowledge your complaint within 5 working days
• check our understanding of your issues
• aim to satisfactorily resolve your complaint within the statutory 8 weeks
If we are unable to resolve your complaint within 8 weeks we will contact you to explain the current position regarding your complaint. If you are dissatisfied with our final response, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS) should you wish to do so.
Should you wish to make a complaint, you can contact us as follows:
1st Floor Lakeside House
Making a complaint:
SIPP & SSAS
Tel: 0330 124 1505
Tel: 0330 124 1510
Tel: 0330 912 4945
In some circumstances, we may refer you to the Pensions Ombudsman or the Financial Ombudsman Service, these services are available to use free of charge
Financial Ombudsman Service
T: 0800 023 4 567
F: 020 7964 1001
The Pensions Ombudsman Service
10 South Colonnade
T: 0800 917 4487
You may also use the EU online dispute resolution (ODR) platform. More information can be found here