How to complain

If you are unhappy with anything we have done, please tell us. We would much rather hear about it and put it right. Complaining costs you nothing and it will not affect how we deal with you.

How to raise a complaint

Contact us by whichever route is easiest for you:

It helps if you can tell us your name and contact details, what happened and when, what you would like us to do to put it right, and any policy or reference number you have. If you would rather someone complained on your behalf, a family member, a friend or a solicitor, that is fine; we will just need your written permission to deal with them.

What happens next

  • We will acknowledge your complaint promptly and tell you who is dealing with it.
  • We will investigate it fairly and impartially, and ask you for anything else we need.
  • We aim to resolve complaints as quickly as we can. Where a complaint cannot be resolved quickly, we will keep you updated on our progress and we will send you our final response within eight weeks of receiving it. If we cannot give you a final response within eight weeks, we will write to you explaining why and telling you when you can expect one.
  • Our final response will explain what we found, what we have decided and why.

If you are still not happy

If you are not satisfied with our final response, or if eight weeks have passed since you complained and you have not had one, you may be able to refer your complaint to the Financial Ombudsman Service. The Ombudsman is free and independent, and you do not need a solicitor to use it.

You normally need to refer your complaint to the Ombudsman within six months of the date of our final response. We will always tell you about this right, and the time limit, when we send you our final response.

Complaints about an adviser we introduced you to

That’s Family Finance is authorised for protection and insurance advice. Where you needed a mortgage, equity release, pension or investment advice, we introduced you to a separately authorised and regulated firm. If your complaint is about the advice that firm gave you, it should go to them. They are responsible for their own advice and have their own complaints procedure. If you are not sure who to complain to, contact us and we will tell you, and pass your complaint on if that is where it belongs.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. Further information is available from the FSCS at fscs.org.uk.

That’s Family Finance is a trading style of RB Ame Ltd, registered in England & Wales (company number 12147707), registered office The Retreat, 406 Roding Lane South, Woodford Green, Essex IG8 8EY. Authorised and regulated by the Financial Conduct Authority, firm reference number 1055079.

Guides on this

Check an adviserWhat being authorised actually gets you.