Complaints
Complaints
We always endeavour to give the highest quality service and advice; however, there may be times when you feel you do not receive the service you expect.
If you have a complaint, please get in touch with us using the contact details below in the first instance. We will do our best to investigate your concerns, look into things properly, and respond to you as quickly as we can.
We will provide you with a summary of our complaints procedure when we acknowledge your complaint as well as on request.
Quilter Financial Planning Complaints Department
Sunderland SR43 4JR
Email: QFPcomplaints@quilter.com
Tel: 0191 241 0700
The Financial Ombudsman
If we cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service using the contact details below. Please be aware that you may not be entitled to refer your complaint to the Financial Ombudsman Service if your product is not regulated by the FCA (for example, a buy-to-let mortgage).
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS. In the unlikely event that we cannot meet our obligations, you may be entitled to compensation from the FSCS. This depends on your type of advice/product, and the circumstances of your claim. The FSCS covers eligible claims up to the following limits:
- Up to £120,000per eligible person, per institution for deposits
- Up to £85,000 per eligible person, per firm for investments
- 100% for pension structured as contract of long-term insurance with no upper limit.
- Protection – 100% protection for long term insurance; 90% protection for all other kinds of insurance, including general insurance
Further information about compensation scheme arrangements including the conditions governing compensation and how to obtain compensation is available from the FSCS at www.fscs.org.uk.