Making a complaint

All you need to know about complaints and how we deal with them

Making a complaint

We appreciate that if things go wrong there are four things that matter:

  1. You know who to complain to
  2. You know how your complaint will be dealt with
  3. You feel confident that we'll take your complaint seriously
  4. Where appropriate, we'll put things right quickly

How we deal with your complaint

Once you've submitted your complaint, we'll:

  • Acknowledge your complaint in writing and let you know who's dealing with it
  • Carry out a full investigation into your complaint to see what's happened based on the evidence provided to us
  • Deal with your complaint thoroughly and fairly by a dedicated member of staff who hasn't directly been involved in the matter you've complained about

We may need to ask you for further information and may need to contact other parties (with your permission) for further information also. 

Ways to contact us

You can:

  • Call us: 0800 188 4812 (Lines are open Monday-Friday 9am - 5.30pm; calls may be monitored or recorded for security and training purposes)
  • Write to us: Compliance Officer, The Equity Release Experts, Baines House, 4 Midgery Court, Fulwood, Preston, PR2 9ZH
  • Email us: [email protected]

When you get in touch, we'll need:
  • Your name and address
  • Your plan number, if you have one
  • Full details of your complaint or feedback

This helps us look into your complaint and process it as precisely and efficiently as possible.

What to do if you're not happy with our decision

If you believe that we haven't satisfactorily dealt with your complaint, you may be entitled to refer it to the Financial Ombudsman Service by:

This procedure will not prejudice your right to take legal proceedings. However, please note that there are some instances when the Financial Ombudsman Service cannot consider complaints. A leaflet detailing the full complaints and appeals process is available from The Equity Release Experts on request.

Last updated: 17 December 2019