It is our intention to provide you with a high level of customer service at all times. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services
What to do if you have a complaint
If there is an occasion when we do not meet these standards and you wish to register a complaint, please write to:
Compliance Department; Connect IFA Ltd,
39 Station Lane,
or call: 01708 676110.
Financial Ombudsman Service
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service www.financial-ombudsman.org.uk. We will need to give you our final response within eight weeks at the most, depending on what you’re complaining about. You need to get in touch with FOS within six months of receiving our final response to your complaint (though there are some exceptions to this rule – find out more about time limits affecting your complaint).
The FOS is also only able to consider certain categories of the complaint. For example, complaints about some forms of Buy to Let mortgages that are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
- what you’re complaining about happened more than six years ago.
- you’re complaining more than three years after you realised (or should have realised) that there was a problem.
Further information on the services provided by the FOS can be found on their website: http://www.financial-ombudsman.org.uk
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. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. Regulated Mortgage advising and arranging is covered up to a maximum limit of £50,000
Please note that phone calls may be recorded.
If you have any concerns or complaints as to how we have handled Your Personal Data or you may lodge a complaint with the UK’s data protection regulator, the ICO, who can be contacted through their website at https://ico.org.uk/global/contact-us/ or by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.