Complaints Procedure

We're committed to delivering exceptional customer service at all times. However, if your experience does not meet your expectations, it's crucial for us to understand why so we can improve. Your feedback is instrumental in helping us enhance our services and ensure we meet your needs more effectively in the future.

If you're dissatisfied with any aspect of our service, we encourage you to reach out to us. You can contact a member of our customer support team in the following ways:

• Email - you can send us an email detailing your concerns. We aim to respond promptly and thoroughly
• Telephone - if you prefer to speak directly with a team member, please call us. We’re available to discuss and address your feedback immediately
• Letter - you can also write to us at our postal address. We welcome written feedback and promise to consider it carefully

Please find our contact details below:

Complaints Officer
Compliance Department
John Charcol
4th Floor
11 Leadenhall Street
London
EC3V 1LP

Email: complaints@johncharcol.co.uk

We will then independently investigate the issues that you have raised and advise you of our findings.

Should you be unhappy with the resolution to your complaint you may contact the Financial Ombudsman Service, who can be contacted at the following address:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 0234 567
Fax: 0207 9641 001

Our factsheet about our client complaint procedure should tell you all you need to know about complaining to John Charcol.