Step 1: Let us know.

We endeavour to provide an exemplary service at all times. If, for whatever reason we fall short of our obligations or your expectations, you have the right to complain. If you have a complaint, please get in touch with our team. You will be appointed a complaint handler who will manage your complaint and liaise with you throughout the complaint journey. They’ll do everything they can to put things right as quickly as possible and will work with you to find a resolution, keeping you updated along the way. All complaints are dealt with the utmost respect and courtesy.

Call us: 020 3962 5000, open Monday to Friday 8am to 8pm.

Email us: complaints@theintroducingbroker.com

Write to us: The Introducing Broker Finance Hub, Cumbrian House, 217 Marsh Wall, Canary Wharf, London, E14 9FJ.

Step 2: Investigation

An initial assessment will be carried out to determine if an immediate resolution can be made. Where this is possible, you will receive a written summary of our findings and conclusion (“summary resolution”).

Where this is accepted within 3 business days (by the close of the third full day) the case will be closed.

Where an immediate resolution is not possible, a written acknowledgement will be issued to you within 5 business days and will set out the basis, or understanding, of the complaint and expected timescales.

A copy of our ‘dealing with your complaint’ leaflet will be included within either of these communications.

We will ensure you are kept informed of the progress of the measures being taken for the complaint’s resolution.

If we have investigated your complaint and made a conclusion, we will write to you with a ‘Final Resolution’ Letter.

We will endeavour to resolve complaints at the earliest possible opportunity and within 8 weeks of its receipt. If we are unable to resolve your complaint within this timescale or expect the investigation to take longer than 8 weeks, we will write you explaining the reasoning for this. At this time, you will be entitled to refer the complaint to the Financial Ombudsman.

Step 3: The Financial Ombudsman

We’ll do everything we can to resolve your complaint, but we know this isn’t always possible. If it’s been eight weeks since your first told us about the problem or you’ve received a Final Resolution letter, you can refer the complaint to the Financial Ombudsman.

The Financial Ombudsman provides a free and independent service to resolve your complaint. After looking at your case and cause for complaint, they’ll decide on a final outcome. Their decision will be based on the facts available. This can take up to 12 weeks. If the Ombudsman finds we haven’t acted correctly, they’ll tell us what we need to do to put things right. Possible outcomes may be to give you an explanation, an apology, act to rectify the problem, a goodwill gesture or providing compensation. The decision they make is binding on us – but not on you.

You can contact them by:

Telephone: 0800 023 4567 (Monday to Friday – 8am to 5pm)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Writing to: Exchange Tower, London, E14 9SR

Seeking Independent Advice / Support

We really want to help you with your complaint and feel confident that we’ll be able to help. But sometimes you might want free, independent advice.

Citizens Advice

If you live in England or Wales:

Website: https://www.citizensadvice.org.uk/

Telephone: 0808 223 1133.  Calls are free*. Lines are open Monday to Friday 9am to 5pm.

Relay UK Service: 18001 then 0808 223 1133

If you live in Scotland:

Website: www.cas.org.uk

Telephone: 0800 028 1456. Calls are free*.

Citizens Advice and Citizens Advice Scotland are the official sources of free and independent financial advice and support

*Calls to UK wide numbers are included in any inclusive call plan you may have. If you don’t have an inclusive call plan, calls are charged at a national rate. Please check with your service provider if you’re unsure.