Complaints Procedure
We take all complaints seriously and aim to resolve them quickly and fairly
At Credys Financial Services, we are committed to providing excellent service. However, if something goes wrong, we want to hear about it so we can put things right. This page explains how to make a complaint and what happens next.
Complaints Process
Contact Us First
In the first instance, please contact your advisor or our complaints team. We aim to resolve most issues immediately.
Written Acknowledgement
We will acknowledge your complaint in writing within 5 business days, letting you know who is handling it and when you can expect a response.
Investigation
We will thoroughly investigate your complaint and keep you informed of progress. We may need to contact you for additional information.
Final Response
You will receive our final response within 8 weeks. This will explain our findings and any action we are taking. If you remain unhappy, we will explain your options.
Financial Ombudsman Service
If you are not satisfied with our final response, or if 8 weeks have passed since you complained, you may refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service.
You must refer your complaint to FOS within 6 months of receiving our final response.
Our Commitment
- Treat all complaints fairly and consistently
- Investigate thoroughly and impartially
- Respond promptly and keep you informed
- Learn from complaints to improve our service
- Compensate appropriately where we are at fault