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How do I make a complaint?

We are committed to giving you and your client a high standard of service. If you believe we’ve not delivered this we would welcome the opportunity to put this right. The first step is to let us know your concerns either by calling us on 0345 607 2013 (lines are open 08.30am – 17.30pm Monday – Friday and 09.30am – 12.30pm Saturday), emailing portfolioteam@embarkadvance.co.uk or writing to us explaining your concerns using the contact details below. We’ll be able to deal with queries quicker if you quote your plan number.

Our contact details are:

Advance Portfolio Team
PO Box 1200
The Grange
Cheltenham
GL50 9UP

 

What you can expect from us

Many concerns can be resolved straight away by providing you/your client with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you/your client promptly to let you know we have received your complaint and how we intend to deal with it. If the concern is made by phone, the initial letter you receive will confirm our understanding of the complaint, so that you/your client have a chance to tell us if we have misunderstood anything.

Resolving complaints

If we are unable to provide an immediate explanation, we will look into your concerns contacting you/your client if we need any further information.

We’ll keep in touch with you regularly until we’ve completed our investigation.

Our Regulator, the Financial Conduct Authority, expects complaints to be investigated and resolved within eight weeks, although we will aim to do this as quickly as possible. In the unlikely event your complaint will take longer than eight weeks to resolve, we will write to you at that time to explain why and to confirm whether, and how, you or your client can refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.

Once we’ve completed our investigation, we’ll write to you to explain:

  • the outcome of our investigation;
  • where relevant, any offer of compensation the Company is prepared to make;
  • if applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS), if you remain dissatisfied with our decision and how long you have to refer your complaint.

If you’re not happy with the outcome

If you still feel unhappy with the outcome of our investigation, you may be able to ask the Financial Ombudsman Service to review your case. This is a free and impartial service.

(Please note there is a maximum financial award the Financial Ombudsman Service can offer you for a complaint following an investigation. You can find further details on their website www.financial-ombudsman.org.uk).

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 – Calls to this number are free on mobile phones and landlines

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk