020 8064 0019

Your Financial Assurance Complaints Procedure

Our Customer Complaints Procedure

At Your Financial Assurance, we are committed to providing you with the highest quality service. We understand that sometimes things can go wrong, and if you are dissatisfied with any aspect of our service, we want to hear from you so we can put things right.

This document outlines our process for handling complaints in line with the rules of the Financial Conduct Authority (FCA).

1. How to Make a Complaint

You can raise a complaint using any reasonable means, including:

  • By Post: Regus, 2 Falcon Gate, Shire Park, Welwyn Garden City, Hertfordshire, AL7 1TW
  • By Email: enquiries@y-fa.co.uk
  • By Telephone: 020 8064 0019
  • In Person: Please contact us to arrange an appointment.

2. Our Commitment to You

Upon receiving your complaint, we will:

  1. Acknowledge your complaint promptly, usually within five working days, confirming who is handling it.
  2. Investigate your complaint fairly and impartially.
  3. Keep you informed of our progress throughout the investigation.

3. Our Response Times

We aim to resolve all complaints as quickly as possible.

  • Resolved within 3 business days (Summary Resolution): If we are able to resolve your complaint by the end of the third business day after receipt, we will send you a Summary Resolution Communication confirming the resolution and your right to refer to the Financial Ombudsman Service (FOS).
  • All other complaints: We have a maximum of eight weeks from the date we receive your complaint to issue a Final Response Letter.

4. If You Remain Dissatisfied

If you are not satisfied with our final decision, or if eight weeks have passed since you first raised your complaint and we have not yet issued a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS offers a free, independent service for resolving disputes between financial firms and their customers.

You must refer your complaint to the FOS within six months of the date of our Final Response Letter.

Contact Details for the Financial Ombudsman Service

Address: The Financial Ombudsman Service Exchange Tower London E14 9SR

Telephone: 0800 023 4567 (free from a landline) or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk