Complaints Procedure

The UK Adviser Group is committed to providing a high standard of service. If you are not satisfied with any aspect of our service, we want to hear from you. This page explains how to make a complaint and how we will handle it.

How to Make a Complaint

You can contact us in any of the following ways:

• By email: hello@ukadviser.co.uk
• By telephone: 0330 088 1494
• By post: The UK Adviser Ltd, Unit 14c, Link 665 Business Centre, Todd Hall Road, Rossendale, BB4 5HU

Please provide your full name, address, contact details, a clear description of your complaint, and any relevant reference numbers.

Our Complaints Process

1. Acknowledgement: We will acknowledge your complaint in writing within 5 business days of receiving it.
2. Investigation: Your complaint will be investigated by a senior member of staff who was not directly involved in the matter. We may contact you for further information.
3. Resolution: We aim to resolve complaints within 4 weeks. If we are unable to do so, we will write to you explaining the reasons and providing an indicative timeframe.
4. Final Response: We will issue a final response within 8 weeks of receiving your complaint, setting out our findings and any remedial action we propose to take.

Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not issued a final response within 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that resolves disputes between financial businesses and their customers.

• Website: financial-ombudsman.org.uk
• Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the FOS within 6 months of receiving our final response.

Regulated Activities

Complaints relating to mortgage advice and arranged insurance are covered by the jurisdiction of the Financial Ombudsman Service. Complaints about non-regulated activities will be handled under our internal complaints process but are not eligible for FOS referral.