Complaints
Updated
We hope you never have cause to complain about our service, but we take any complaints received extremely seriously and always look to put them right, at the root cause.
Consumer Complaints
To raise any issues regarding our service, our promotions or an experience you have with an adviser on VouchedFor, please email complaints@vouchedfor.co.uk or call us on 0203 111 0580.
Your complaint will be acknowledged within 24 hours by the Head of Customer Operations who will be investigating your complaint.
If your complaint is about the service provided from VouchedFor or any of the team, the Head of Customer Operations will investigate and provide a response with their findings within 5 working days.
If your complaint relates to the service you’ve received from a financial adviser on VouchedFor, we will acknowledge your complaint and talk you through how to make a complaint directly to your adviser. Please note that financial advisers have a duty to investigate complaints under their FCA regulations.
Please note that we will deal with all complaints in line with our privacy policy and will never share your personal data with 3rd parties. We may where necessary disclose to an adviser or firm that a complaint has been logged concerning them, however we will always keep your personal details anonymous and will not share them with the adviser/firm in question without explicit consent from you.
You will be notified of any complaints that are escalated to the adviser. We encourage you to leave a review on VouchedFor for your adviser, but if you prefer to leave anonymous feedback about your experience with an adviser, you can raise concerns to us in line with our whistleblowing policy.
Adviser Complaints
Please contact us at complaints@vouchedfor.co.uk where we will make note of your complaint.
Your complaint will be acknowledged within 24 hours and you will be contacted by the Head of Customer Operations who will be investigating your complaint.
If your complaint is about the service provided from VouchedFor or any of the team, the Head of Customer Operations will investigate and provide a response with their findings within 5 working days. If your complaint isn’t resolved to your satisfaction, you can request that your complaint is escalated.
If your usual point of contact is your Firm Success Manager or Account Manager, you can share your concerns with them directly and they will escalate your complaint to the Head of Customer Operations to continue from there.
To see more details about how we action consumer complaints made against advisers or firms on VouchedFor, please see the Consumer Complaints section above.
Please note that action may be taken against any advisers that breach our code of conduct.
