How to make a complaint.
We would far rather hear about it than not. If something has gone wrong, tell us and we will look into it properly. This page sets out how to raise a complaint, what happens after you do, and what your options are if our answer does not satisfy you.
What happens when you complain
You can complain by phone, by email or in writing. Whichever you choose, the process is the same.
Tell us
Call the office on 01733 602 033, email office@clementsfinancial.co.uk, or write to us at 381 Eastfield Road, Peterborough, PE1 4RA. Say clearly that you wish to make a complaint so it is recorded as one.
What to include
Your name and how to reach you, which product or piece of advice it concerns, what went wrong and roughly when, and what you would like us to do to put it right.
We acknowledge it
We will confirm that we have received your complaint and tell you who is dealing with it, so you know exactly who to chase.
We investigate and reply
We aim to sort most things out quickly. If we cannot send you a final response within eight weeks, we will write to you explaining why and telling you when you can expect one.
The Financial Ombudsman Service
- What if your answer does not satisfy me? You may be able to refer the matter to the Financial Ombudsman Service, an independent body that settles disputes between financial firms and their customers.
- How long do I have to refer it? Normally six months from the date of our final response. That letter will confirm the deadline that applies to your complaint.
- Does it cost me anything? No. The Financial Ombudsman Service is free for consumers to use.
- Do I have to come to you first? Yes. Please give us the chance to put things right before the Ombudsman will take the case on.
- Who is responsible for my complaint? We are. Clements Financial Ltd is authorised and regulated by the Financial Conduct Authority, so your complaint is dealt with by us directly. There is no third party to go through first.
The usual window for taking your complaint to the Ombudsman after our final response.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
Tell us what went wrong.
One phone call is usually enough to get it looked at. We would rather fix it than have you leave unhappy.