Complaints Procedure

Our commitment

We're committed to providing a high standard of service. However, if something goes wrong, we want to know about it so we can put it right and learn from it.

How to make a complaint

You can make a complaint by:

• Email: Admin@adviseriq.co.uk
• Post: Complaints Manager, Adviser IQ (registered office), 4th Floor, Silverstream House, 45 Fitzroy Street, London, W1T 6EB

Please include as much detail as possible, including your name, contact details, the nature of your complaint and the outcome you're seeking.

What happens next

1. Acknowledgement: We'll acknowledge your complaint promptly, usually within 3 business days.
2. Investigation: A senior member of our team will investigate your complaint thoroughly.
3. Response: We aim to resolve complaints within 8 weeks. If we need more time, we'll keep you informed of progress.
4. Resolution: We'll provide a final written response explaining our findings and any action we've taken.

If you're not satisfied

If you're unhappy with our response, or if we haven't resolved your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS):

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from mobiles and landlines)
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

The FOS is a free, independent service for resolving disputes between consumers and financial services businesses.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation under the scheme. For further information, visit fscs.org.uk.