Complaints policy

We're committed to providing a good service. If you're unhappy with our service, or with how we've used your personal data, please let us know. We'll look into your complaint fairly, respond as quickly as we can, and use what we learn to improve our service.

You can contact us using the details below.

Everything Financial

Future Space, UWE North Gate, Filton Road, Bristol, BS34 8RB

Email: customerservices@everythingfinancial.co.uk

Phone: 0333 1555 1073

Note calls to this number cost no more than calls to 01 and 02 numbers

If you are sending us a written complaint, please supply your details, a description of your complaint and how you think we can resolve it, and any other relevant information.

How long will it take?

Your complaint will be acknowledged promptly, and we will do all we can to resolve your complaint quickly. If we are to resolve your complaint within three working days after the receipt to your satisfaction, we will send you a short letter/email called a summary resolution communication confirming this. This letter/email will be sent out no later than two business days after resolution.

Where complaints may take longer to fully investigate or if we need to look into the matter in more detail, we’ll send you an acknowledgement usually by email within five working days.

We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than eight weeks from when you first complained however in most cases you will receive a final response within four weeks of us receiving your complaint.

If we cannot complete our investigation within eight weeks, we will contact you to explain the delay and give you an indication of when to expect our response.

Service complaint - If you’re unhappy with the progress of your complaint or our final response, at this point, you can refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0300 1239 123 - calls to this number cost no more than calls to 01 and 02 numbers 0800 0234 567 - calls to this number are now free on mobile phones and landlines. Email: complaint.info@financial-ombudsman.org.uk Information regarding the service can be found on the Financial Ombudsman website: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Data Protection Complaint - If you’re unhappy with the progress of your complaint or our final response, you can complain to the Information Commissioner’s Office (ICO).

The ICO's address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

This Customer Complaints Policy v9 is effective from 15/06/2026.