Complaints Procedure

Placeholder policy — to be reviewed and finalised with a qualified adviser before launch.

How to raise a concern

This placeholder complaints procedure sets out, in general terms, how to let us know if something has gone wrong so we can try to put it right.

Step 1 — Contact us

Please get in touch with as much detail as possible, including what happened and what you would like us to do.

Step 2 — Acknowledgement and review

We aim to acknowledge complaints promptly and to investigate them fairly.

Step 3 — Escalation

If you remain unsatisfied, further escalation routes may be available. The definitive process and any relevant external bodies will be confirmed on review.