At NGEN Financial Planning we aim to provide an excellent standard of professional services. Even so, we appreciate that there may be occasions when things go wrong, and we encourage feedback from our clients in order to put things right and use the experience gained to improve our services. We will seek to provide a fair and impartial response to eligible complainants who express dissatisfaction about our provision of, or failure to provide, a financial service.

How to Complain

You may contact us by email, letter, telephone, or in person; you may raise your complaint with anyone in the firm, or via the details outlined below. Many concerns can be resolved immediately; therefore, in the first instance, it may be more beneficial to speak to your usual contact.

In writing: Compliance Director
Complete Advice Services Ltd t/as NGEN Financial Planning
38 Waterloo Road
WV1 4BL

Telephone: 07468 950281

Email: susie.bolton@ngenfp.com

If we are unable to resolve your complaint immediately, we will aim to investigate your concerns as soon as possible. You will be issued with an acknowledgment letter within five working days and we will keep you informed regarding the progress of your complaint. You will not be charged for any aspect of us handling your complaint.

What Happens Next?

We will fully investigate your complaint and send you a response which clearly details our findings. We will aim to complete this process promptly and will provide you with regular updates. Upon completion of our investigation we will issue you with a Final Response Letter. If we are unable to complete our investigation after eight weeks, we will write to you explaining any delays and outline the options available to you.

The Financial Ombudsman Service

If we are unable to resolve your complaint within eight weeks, or if you remain dissatisfied following receipt of our final response, you may refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone 0800 0234 567

www.financial-ombudsman.org.uk

Further Information

In the event that you have any queries regarding our complaint handling procedures, or the process of your complaint, please contact us at the details provided above.