Our complaints process.
We always aim to give you a first-class service. If something isn’t right, we want to hear about it — and we’ll do everything we can to put it right, quickly and fairly.
How to make a complaint
You can make a complaint in whichever way is easiest for you — by phone, email, letter or in person. It costs nothing to complain, and calls are charged at the basic rate.
- By phone: 02081 910521
- By email: enquiries@smoothfg.co.uk
- In writing: Complaints, Smooth Financial Group Ltd, 124 Kemp House, City Road, London, EC1V 2NX
To help us investigate as quickly as possible, please include your name, contact details, a clear description of what went wrong, and how you’d like us to put it right.
What happens next
Every complaint is looked at competently, diligently and impartially, and we’ll put your interests first at every stage — in line with the FCA’s Consumer Duty and complaint-handling rules (DISP).
Resolved within three business days
Where we can put things right by the end of the third business day after we receive your complaint, we’ll send you a written Summary Resolution Communication. This confirms that we consider the matter resolved, sets out any remedial action or redress, and lets you know that you can still refer the complaint to the Financial Ombudsman Service if you’re not satisfied.
If it takes longer
If we can’t resolve things within three business days, we’ll acknowledge your complaint promptly in writing and keep you updated as we look into it. We’ll aim to send you our final written response within eight weeks of receiving your complaint.
If we can’t reach a final response within eight weeks, we’ll write to explain why, tell you when we expect to be able to respond, and let you know that at this point you can refer your complaint to the Financial Ombudsman Service.
Vulnerable customers
We’ll adapt how we communicate with you to fit your preferences and any additional needs — for example, larger print, alternative formats, or your preferred method of contact. Please let us know if there’s anything that would help us support you better.
If you’re still not satisfied — the Financial Ombudsman Service
If you’re unhappy with our final response, or eight weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service that settles disputes between consumers and financial businesses. Referring a complaint to the Ombudsman will not affect your legal rights.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must usually refer your complaint to the FOS within six months of the date of our final response, and within six years of the event you’re complaining about (or three years from when you reasonably should have been aware of a problem).
Consumer Duty — foreseeable harms
Under the FCA’s Consumer Duty we also take proactive steps to prevent foreseeable harm. If we identify a recurring or systemic issue, we’ll act on it — even for customers who haven’t complained — and where appropriate we’ll contact those who may have been affected.
Smooth Financial Group Ltd is authorised and regulated by the Financial Conduct Authority (FCA Register number 1020251). Registered in England & Wales, company no. 12494038.
Need to talk to us?
However you got here, we’re happy to help. Reach out and we’ll respond quickly.