Our complaints process.

How to make a complaint

If you are unhappy with any part of our service, please get in touch and we’ll do everything we can to resolve it. You can contact us in whichever way is easiest for you:

• By phone: 07446 149636
• By email: enquiries@smoothfg.co.uk
• In writing: Complaints, Smooth Financial Group Ltd, 152-160 Kemp House, City Road, London, EC1V 2NX

To help us investigate quickly, please include your name, contact details, and a clear description of what went wrong and how you’d like it resolved.

What happens next

We will acknowledge your complaint promptly and aim to resolve it fairly and as quickly as possible. We follow the complaint-handling rules set by the Financial Conduct Authority:

• We will send you a prompt written acknowledgement of your complaint.
• We will investigate thoroughly and keep you updated on our progress.
• We aim to send you our final response within eight weeks of receiving your complaint. If we can’t, we’ll write to explain why and tell you when you can expect a response.

If you’re still not satisfied

If you are not happy with our final response, or if eight weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between consumers and financial businesses.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must usually refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. Referring a complaint to the Ombudsman will not affect your legal rights.

Smooth Financial Group Ltd is authorised and regulated by the Financial Conduct Authority (FCA Register number 1020251).