Complaints procedure.

How to make a complaint

If you are unhappy with any aspect of the service you have received from A&L Financial Solutions Ltd, please let us know so we have the chance to put things right. You can complain in any of the following ways:

Please include your full name, address, contact details, and as much detail as you can about what has happened. If you have a policy or mortgage reference number, please include that too.

What happens next

1. Acknowledgement — we will acknowledge your complaint promptly, usually within three business days of receiving it.
2. Investigation — we will investigate what happened, review our records, and speak to anyone involved.
3. Referral where required — where the complaint relates to a regulated activity, we may refer it to our network principal, PRIMIS Mortgage Network / First Complete Limited, who oversee our regulated business. If we do this, we will tell you.
4. Response — we aim to send you a full written response within eight weeks of your complaint. If we cannot do that, we will write to you to explain why and give you an expected date.

If you are not satisfied with our response

If we have not been able to resolve your complaint to your satisfaction within eight weeks, or if you disagree with our final response, you may be able to refer the matter to the Financial Ombudsman Service. This is a free service that resolves complaints between financial businesses and their customers.

You must normally refer your complaint to the Ombudsman within six months of our final response.

Financial Services Compensation Scheme

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. Compensation limits depend on the type of business and the circumstances of the claim. Most types of investment and insurance business are covered for 100% of the first £85,000 per person, per firm. Further information is available at fscs.org.uk.

Our commitment

We treat every complaint as an opportunity to improve. Where a complaint is upheld we will explain what went wrong, put it right where we can, and take steps to stop the same thing happening again.