Complaints Procedure

We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please note you can make this by any reasonable means. If you wish to put this in writing, please send it to the following address: Suite 214, 91 Western Road, Brighton, East Sussex, BN1 2NW You are also able to contact us via telephone on 01273 286672 or via email

Complaint Acknowledgement

We will acknowledge receipt of the complaint promptly and highlight our understanding of your complaint points or issues. We will explain what investigation will take place and give you an estimated timescale, so you know when to expect the outcome of any investigation. We will also request confirmation on your preferred method of contact should we require further or additional detail to aid our investigations.

Complaints Investigation

We will investigate your complaint points or issues and conduct an internal review of the actions taken by our firm. As described above, we may request further information from you to assist in our investigations. We will provide you with a final response to your complaint points or issues within 8 weeks. Where a more detailed investigation is required the process may take longer than 4 working weeks. In any event, we will respond to your complaint in full within 8 weeks. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service (‘FOS’).The FOS is an independent service get up by parliament to intervene in disputes between customers and financial institutions when agreement cannot be reached between them. It is a free service.


The Financial Ombudsman Service Exchange Tower London E14 9SR
Telephone: 0800 023 4 567