Complaints Policy

You can raise a complaint in whichever way suits you best:

• By email to hello@fearfinancial.co.uk
• In writing to: Complaints, FEAR Financial Ltd, 9 Victoria Street, Cwmbran, Wales, NP44 3JS

Please include your name, the best way to contact you, details of what has gone wrong and, where relevant, the name of the adviser or firm involved. It helps us if you tell us what you would like us to do to put things right.

• We acknowledge your complaint promptly, and within three business days of receiving it.
• Your complaint is investigated by someone with the authority to resolve it and, wherever possible, who was not involved in the matter complained about.
• We may contact you for more information — the quicker we can gather the facts, the quicker we can resolve things.
• We keep you updated on progress if the investigation takes longer than expected.

We aim to resolve complaints as quickly as we can. If we cannot resolve a complaint within three business days of receipt, we will send you a final response within eight weeks. If we are not able to provide a final response within eight weeks, we will write to explain why and tell you when you can expect one.

If you are dissatisfied with our final response, or if eight weeks have passed without one, you may be able to refer your complaint to the Financial Ombudsman Service free of charge. You normally need to do so within six months of our final response.

• Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567
• Website: financial-ombudsman.org.uk

We record all complaints and review them regularly. Where a complaint points to something we can do better — in a process, a system or in the support we give our Appointed Representatives — we act on it.