Complaints Procedure
If something has gone wrong, we want to hear about it. This page explains how to tell us, what we will do, and where you can go if you are still unhappy.
Last reviewed: [Month Year]
How to complain
You can raise a complaint in whichever way is easiest for you. There is no charge for making one, and you do not need to use a claims management company to do so.
- By phone — 0330 320 9609
- By email — info@britstonefinance.com
- By post — Britstone Finance, 12 Shirley Road, Southampton, SO15 3EU
It helps us if you can include your name and contact details, what went wrong, when it happened, and what you would like us to do to put it right.
What happens next
We will acknowledge your complaint promptly and let you know who is handling it. We will investigate the circumstances and aim to resolve matters as quickly as we can.
Where a complaint cannot be resolved quickly, we will keep you updated on progress and send you a final response setting out our conclusions and the reasons for them. Our handling of complaints follows the timescales set by the Financial Conduct Authority.
If you are not satisfied
If you are unhappy with our final response, or if we have not resolved your complaint within the time allowed, you may be able to refer the matter to the Financial Ombudsman Service. Referring a complaint to the Ombudsman is free, and it does not affect your right to take legal action.
You can read more on our Financial Ombudsman Service page, which explains who is eligible and how to get in touch with them.
Our regulatory details
[Registered Company Name] is authorised and regulated by the Financial Conduct Authority under firm reference number [FRN]. You can check this on the Financial Services Register at register.fca.org.uk.
