Financial House Limited (‘Financial House’) is committed to providing a competitive and efficient service. However, there may be occasions our service does not meet your expectations. If you're dissatisfied with Financial House, please let us know and we'll do our best to fix things quickly and fairly.
How to make a complaint
When submitting a complaint, please email us at complaints@financialhouse.io with as much detailed information as you can provide. This will help us fully understand the issue and work towards a swift resolution.
What happens next?
We will be in touch within three business days to try and resolve your issue for you. If we are unable to resolve your complaint in this time, you should know that we're typically allowed up to eight weeks to investigate a complaint and send you a final response. We aim to complete all complaints within 15 days. However, if that is not possible, we will contact you within 15 days and explain the reasons for the delay in resolving your complaint and specifying a deadline for future response. We will usually contact you by email, unless you ask us otherwise.
Following our response
If you are unhappy with the outcome of our investigation, or you haven’t heard from us within 15 days of your initial complaint, you have the right to refer your complaint to the Financial Ombudsman Service which may be able to settle your complaint with us.
This service is free of charge, but you must contact them within six months of the date of our final response.
The Ombudsman’s address is:
Financial Ombudsman Service Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
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