Complaints

We strive to offer the best service possible to our customers, unfortunately in some circumstances we may fall short of the high standards you should expect. We absolutely want to know if you have a concern, comment or complaint about the service we offer. Complaints help us to improve and become better at what we do. We accept that we are not perfect, but we promise to investigate any complaint thoroughly, respond as quick as possible and put our findings into practice if it makes us better.

If you are unhappy with any element of the Everything Financial service, please contact us using one of the methods below:

Everything Financial Ltd
20-22 Wenlock Road
London
N1 7GU
Telephone:
0330 0886740 - calls to this number cost no more than calls to 01 and 02 numbers

If you are sending us a written complaint, please supply your details, a description of your complaint and how you think we can resolve it, and any other relevant information.

How long will it take?

Your complaint will be acknowledged promptly in writing and we will do our best to resolve your complaint as quickly as possible. Sometimes it may take longer to fully investigate and if a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service. The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0300 1239 123 - calls to this number cost no more than calls to 01 and 02 numbers
0800 0234 567 - calls to this number are now free on mobile phones and landlines

Information regarding the service can be found on the Financial Ombudsman website: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

European Online Dispute Resolution Platform In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

 

This Customer Complaints Policy v4.0 shall be deemed effective as of 13/04/2020. No part of this Policy shall have retroactive effect and shall thus apply only to matters occurring on or after this date.

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