Our complaints procedure

We take any complaints about our level of service very seriously. We therefore deal with any complaint about Advice Wise Ltd, or any 3rd party associates, on a positive and proactive manner to ensure the upkeep of our high standards.

If you have a complaint please contact us by either of the following methods:

1) Telephone on: 0121 647 5098
2) Write to us at: Advice Wise Ltd, AFE Business Centre, 62 Anchorage Road, Sutton Coldfield, West Midlands, B74 2PG
3) Email us at: stephen@advicewise.com

If we receive a complaint …

We will record the complaint into our system and immediately look into resolving the problem promptly by close of business the next working day. If we cannot resolve your complaint in that time we will issue a letter within five working days of receiving a complaint to let the complainant know the name of the person dealing with the complaint, how we are investigating it and the timescales we envisage for this. We will then undertake an investigation of the complaint and issue a letter detailing the outcomes and any actions that are considered necessary.

We aim to complete our investigations within 8 weeks of receipt. If a more detailed investigation is required we will provide an update with the expected timescales. We will provide details of the Financial Ombudsman Service, to whom complaints can be referred to if, on completion of the investigation into your complaint, you are not satisfied with our final response. If, after eight weeks, we have been unable to resolve a complaint we will write to the complainant explaining why, and we will advise regarding further options, including referral to The Financial Ombudsman Service. If we have to change any of the above timescales, we will write to the complainant to provide an explanation of why this has been necessary.

A summary of our internal procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 0234 567.

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