InterestMe Financial Planning Limited is authorised and regulated by the Financial Conduct Authority (number 542680). Lloyds Avenue House, 6 Lloyds Avenue, London, EC3N 3AX. Registration Number: 07310886. Registered in England and Wales.
Our commitment to our clients at InterestMe
We are dedicated to providing you with the highest standards of service at all times and take any complaint extremely seriously. We appreciate that things can, and do, go wrong and so should you feel that any aspect of our business has not fulfilled your expectations, please allow us the opportunity to put things right and improve the service we offer you in the future. We therefore detail our complaints procedure below which meets with the standards set out by the Financial Conduct Authority (FCA).
How to make a complaint
Should you wish to make a complaint, there are three ways in which to get in touch with us.
0203 858 0660
In the first instance, we would always prefer to hear from you by telephone. This will allow you to discuss your concerns, listen to any issues raised, discuss your options and attempt to rectify your concern at first contact. Should it not be possible to resolve your concerns immediately, we will take full details of any issue raised and arrange for a full investigation to ensure that you receive a quick and fair response to any complaint that you may have.
Compliance Manager, InterestMe, Lloyds Avenue House, 6 Lloyds Avenue, London EC3N 3AX
How long will it take?
Once we receive your e-mail or letter, we will acknowledge that this has been received and that your complaint will be fully investigated. We will endeavour to do all we can to resolve any problems and to ensure that you receive a quick and fair response to any complaints you may have within 24 hours. However, should we need more time to investigate your complaint, we will send you an acknowledgment letter and keep you updated on our progress throughout our investigation, with the aim of sending you a final response within eight weeks.
Finalising your complaint
On the conclusion of the investigation, we will write to you stating:
Whether your complaint has been upheld or rejected and, if the complaint is upheld, details of any offer of compensation.
Should you feel unhappy with our decision, you may have the right to complain directly to the Financial Ombudsman Service, provided you do so within six months of receiving our response. We will therefore enclose their contact details together with a copy of the Financial Ombudsman Service consumer leaflet ‘Your Complaint and the Ombudsman’, for your reference.
The Financial Ombudsman will only investigate your complaint if you have already tried to resolve it with us first or if it is more than eight weeks since your complaint was initially raised with us. The Financial Ombudsman provides an independent service for settling disputes and you will not be charged for this service. You can contact the Financial Ombudsman as follows:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.