Complaints Procedure

Our commitment

We take complaints seriously and want to resolve any concerns quickly and fairly. If something has gone wrong, we want to know about it so we can put it right and learn from it.

How to raise a complaint

You can raise a complaint by writing to us at geoff@fazan.co.uk. Please include as much detail as possible about the nature of your concern, including relevant dates and any correspondence.

If you prefer, you can also write to us at our registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.

What happens next

We will acknowledge your complaint within three working days of receipt.

We will investigate your complaint thoroughly and aim to provide a full response within fifteen working days. If we need more time, we will let you know and keep you updated on progress.

If you are not satisfied with our response, you can ask for the matter to be reviewed by the firm’s principal.

If you remain dissatisfied

As we are not authorised by the Financial Conduct Authority, complaints about our services cannot be referred to the Financial Ombudsman Service. However, you may wish to seek independent legal advice if you believe your complaint has not been resolved satisfactorily.

If your complaint relates to insurance broking or placement (which is handled by the FCA-authorised broker to whom we introduced you), you should raise this directly with that firm. FCA-authorised firms are required to have their own complaints procedures, and complaints about regulated activities may be referred to the Financial Ombudsman Service.