Complaints Process

Complaints Process

Smooth Financial Group Ltd is authorised and regulated by the Financial Conduct Authority (FCA).

We are committed to providing a professional service to all our customers.
If you are unhappy with any aspect of our service, we want to hear from you so that we can try to put things right as quickly as possible.

How to make a complaint

You can make a complaint by any reasonable means, including by letter, email or telephone.

Our contact details:

Email: enquiries@smoothfg.co.uk
Address:
Smooth Financial Group Ltd
152–160 Kemp House
City Road
London
EC1V 2NJ

Telephone: [uzupełnij jeśli jest]

How we will handle your complaint

Once we receive your complaint, we will acknowledge it promptly and investigate it fairly, consistently and impartially.

We aim to resolve complaints as quickly as possible. Many concerns can be resolved within a few business days. However, if your complaint requires a more detailed investigation, we will keep you informed of our progress.

We will provide you with a final written response within 8 weeks of receiving your complaint.

If, for any reason, we are unable to issue a final response within this timeframe, we will write to you explaining the delay and informing you when you can expect a response.

The Financial Ombudsman Service

If you are not satisfied with our final response, or if we do not provide a final response within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is independent and free to use.

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Contact details:

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/

Accessibility and support

We are committed to providing a complaints process that is accessible to all our customers.

If you require this information in an alternative format, or if there are any circumstances that mean we need to adapt the way we handle your complaint, please let us know when contacting us.