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Complaints Policy

Would you like to make a complaint?

We are sorry if you are unhappy with any part of the service we have provided. We can often resolve concerns right away, so please as a first step get in touch with your usual contact at Future Strategy, such as your Case Management Adviser in the usual way. If you would still like to complain, we are genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again.

To make a complaint please call 0333 772 1808, or email office@futurestrategy.co.uk or write to Future Strategy at our Head Office address provided on our website footer.  A member of our complaints team will do their best to resolve any problems or concerns that you may have experienced.

How can I make a formal complaint?

If you feel our service has not met your expectations in any way, you can make a formal complaint preferably in writing to office@futurestrategy.co.uk or you can complain via any of the communication means mentioned above that best suit you. Please ensure you use the subject line “Formal Customer Complaint” and provide your full contact information so that we can investigate.

What happens next?

A member of our complaints team will look thoroughly into all of the concerns raised in your complaint and will respond in writing to acknowledge receipt of your complaint within 5 business working days.  We will do everything we can to resolve things as quickly as possible for you and we will provide a full written response within 8 weeks which will inform you of the result of our investigation or explain why this isn’t possible.

How can I request a copy of your complaints policy?

Please email office@futurestrategy.co.uk with your request and we will ensure you are sent a copy of our complaints policy within 5 business working days.

You can contact the Financial Ombudsman Service:

In certain situations, you may also be able to ask the Financial Ombudsman Service to carry out an independent review of your complaint if you remain unhappy. If this is the case, you also have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks. We will provide full details in our response if this is possible.

The Financial Ombudsman Service exists to help resolve complaints where we have not been able to resolve your complaint to your satisfaction. The service they provide is free and impartial. Whilst we are bound by their decision you are not, contacting them will not affect your legal rights.

 

How can I contact the Financial Ombudsman Service?

In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone:
0800 023 4567

You can also visit their website at www.financial-ombudsman.org.uk where you will find further information.

Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Future Strategy have had the opportunity to consider and resolve your complaint first.