Complaints procedure.
If something has gone wrong, we want to hear about it. This page explains how to complain, what happens next, and your right to escalate to the Financial Ombudsman Service.
Our commitment
We aim to provide a service you would recommend to a friend. If we fall short, we will investigate promptly, explain what happened in plain English, and put things right where we can.
How to raise a complaint
You can contact us in whichever way is easiest for you. Please include your name, contact details, the nature of your concern and, if relevant, the adviser you dealt with.
- Complaints Officer: Ian Arnold
- Post: Complaints Officer, Equation Financial Services Ltd, The Cross, 1a Speke Road, Woolton, Liverpool, L25 8QA
- Email: ian.arnold@equationfinancial.com
- Telephone: 0151 707 9339 (Mon–Fri, 9:30am–5:00pm. Saturday by appointment only)
What happens next
- If we can resolve your complaint by the close of the third business day after we receive it, we will send you a Summary Resolution Communication confirming this and your right to refer the matter to the Financial Ombudsman Service. Otherwise we will send you a written acknowledgement promptly.
- We will investigate the matter fairly and objectively and keep you updated on progress.
- We will send you a final response within eight weeks of receiving your complaint. If we cannot resolve it in that time we will explain why and tell you when we expect to be able to do so.
- If you are not satisfied with our final response, or if eight weeks have passed without one, you may refer the matter to the Financial Ombudsman Service (see below).
Financial Ombudsman Service
If you are not satisfied with our final response, or if eight weeks have passed without one, you can refer your complaint to the Financial Ombudsman Service. It is a free, independent service for settling disputes between financial firms and their customers.
Independent escalation
You have six months from the date of our final response letter to refer your complaint to the Financial Ombudsman Service. We will provide their details in our final response so you have them to hand.
Website
Visit the FOS website to start a complaint or find guidance.
Telephone
0800 023 4567
Free from UK landlines and mobiles.
Post
Financial Ombudsman Service
Exchange Tower, London, E14 9SRComplaints relating to data protection
If your concern is about how we have handled your personal information, tell us by email or telephone and we will acknowledge it within 30 calendar days.
Email ian.arnold@equationfinancial.com or call 0151 707 9339. You also have the right to complain to the (0303 123 1113). Complaining to us first does not affect that right.
Summary of our Complaints Handling Procedures
The full client-facing summary of how we handle complaints, our timescales, and your rights to refer a complaint to the Financial Ombudsman Service or the ICO.
Opens in our PDF viewer, where you can read every page and use the Print and Close buttons.
Extra support
If you need this information in an alternative format, or need extra support to raise a complaint, please tell us. See our vulnerable customers page for the adjustments we can make.
Your protections
At a glance
- Policy owner
- Ian Arnold, Complaints Officer
- Compliance Officer
- Geoffrey Arnold (SMF16)
- Acknowledgement
- Within 3 working days
- Final response
- Within 8 weeks
- Escalate to FOS
- Within 6 months of our final response
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