Legal and Regulatory
Complaints
At Advantage Financial Services we aim to provide the best service we can.
If you feel for some reason that we have been unable to do this, please let us know so we can resolve the problem.
If you have a complaint then please contact us and we will consider your complaint immediately.
Contacting Us
You can call us on:
0207 324 3938 which can often be the fastest way to resolve problems.
You can email us: info@advantagefinancialservices.co.uk
Or, you can write to us at:
Advantage Financial Services Limited,
c/o Regus, Eagle House,
167 City Road,
London,
EC1V 1AW
and we will work on getting the issue resolved for you within 3 working days and let you know what the next steps are.
How we resolve your complaint
We will take a number of steps when we to resolve your complaint:
Summary Resolution
If we can we will try and resolve your complaint to your satisfaction within 3 working days of receipt. We’ll let you know that your complaint has been resolved and tell you about the Financial Ombudsman Service.
Acknowledgement
If we can’t resolve your complaint to your satisfaction within 3 working days, we’ll let you know about our complaints handling process and tell you about the Financial Ombudsman Service.
Eight-week Update
If we have been unable to resolve your complaint within 8 weeks, we will let you know why we haven’t been able to give you a final response and when we expect to be able to provide it. We will let you know about your right to contact the Financial Ombudsman Service.
Final Response
If we haven’t been able to resolve your complaint within 3 working days, we will send you a final response as soon as we have completed our investigations. We will aim to get this to you as soon as we can.
The final response at Advantage Financial Services is a detailed response, which explains the investigation and the decision and if there are any following steps. We will also provide details about the Financial Ombudsman Service.
Advantage Financial Services Limited, is regulated by the Financial Conduct Authority (FCA), as a regulated firm we will always follow the steps above to deal with a complaint and give you further information about the Financial Ombudsman Service.
Financial Ombudsman Service
If AFS don’t complete our investigations of your complaint within 8 weeks, or you are unhappy with our response, you can approach the Financial Ombudsman Service to look at you complaint. This is a free and independent service. You should contact them within 6 months of the final response letter.
You can contact them by:
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9123 or 0800 023 4567
Writing to:
The Financial Ombudsman,
Exchange Tower,
London,
E14 9SR
Website: www.financial-ombudsman.org.uk
Advantage Financial Services Limited policies are underwritten by a variety of insurers.
Registered office: c/o Regus, Eagle House, 167 City Road, London, EC1V 1AW.
Registered in England and Wales No. 03404728.
Advantage Financial Services Limited is authorised and regulated by the Financial Conduct Authority.
Registration number 308377.
The Financial Services Register can be accessed through www.fca.org.uk
