We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, please follow the procedure below.
If you are dissatisfied with any aspect of our service, we want to hear from you. All complaints are taken seriously and handled fairly, promptly, and free of charge.
Please contact us in writing describing your complaint clearly. Include your name, contact details, and a description of the issue. Send to:
Email: complaints@redressadvisory.com
Post: Complaints, Redress Advisory Ltd, Bramley House,
10 20 Wenlock Road, London N1 7GU
Reference: Please include your claim reference if you have one.
We will acknowledge your complaint promptly and in writing. We will tell you the name of the person handling your complaint and give you a realistic estimate of how long our investigation will take.
We will investigate your complaint thoroughly and impartially. We aim to send you a final response within 8 weeks of receiving your complaint. If we cannot complete our investigation within 8 weeks, we will write to you explaining why and give you a new estimated date.
Our final response will set out our findings, our decision, and — where appropriate — any remedy or redress we propose. If you accept our final response, the matter is closed. If you are not satisfied, you have the right to refer the matter to the Financial Ombudsman Service (see below).
If you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) — free of charge — within 6 months of the date of our final response letter.
The FOS is an independent body that resolves disputes between financial businesses and their customers. Its service is free to use.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 (free from landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
The FOS can only consider your complaint after you have received our final response, or after 8 weeks have elapsed from the date you submitted your complaint to us without receiving a final response. You must refer your complaint to the FOS within 6 months of the date of our final response letter — after this period, the FOS may not be able to consider your complaint.
Our complaints procedure covers complaints about the service provided by Redress Advisory Ltd as a claims management company. Complaints about the advice you originally received from a pension adviser, SIPP operator, or other financial firm are separate matters handled through the FOS or FSCS routes described on the relevant claim pages. If you are unsure which type of complaint you have, please contact us and we will advise you.
Redress Advisory Ltd is authorised and regulated by the Financial Conduct Authority as a Claims Management Company. FCA reference number: [to be confirmed on authorisation]. Company number: 17295681. Registered in England and Wales. Registered office: 20 Wenlock Road, London N1 7GU.
Redress Advisory Ltd is subject to the FCA’s Claims Management: Conduct of Business sourcebook (CMCOB). Our complaints handling procedure is designed to comply with DISP 1.10 of the FCA Handbook.