Legal
Complaints Procedure
We take complaints seriously. If something has gone wrong, we want to know about it and put it right.
How to complain
If you are unhappy with the service you have received, please contact us as soon as possible:
- In writing: EGB Financial Limited, College Business Centre, The College, Uttoxeter New Road, Derby, DE22 3WZ
- By email: enquiries@thereviewbusiness.co.uk
- By phone: 01332 418 005
Please include as much detail as possible: what happened, when it happened, and how you would like us to resolve it.
What happens next
- Acknowledgement: We will acknowledge your complaint promptly, normally within 5 business days.
- Investigation: We will investigate the matter thoroughly and fairly. The person investigating will not be the person who is the subject of the complaint, wherever possible.
- Resolution: We aim to resolve your complaint within 8 weeks. If we cannot, we will write to you explaining why and tell you about your right to refer the matter to the Financial Ombudsman Service.
- Final response: You will receive a final response letter setting out our findings, whether we uphold your complaint, and any offer of redress.
The Financial Ombudsman Service
If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service for settling disputes between consumers and financial businesses.
Financial Ombudsman Service
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from mobiles and landlines)
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation. Most types of investment business are covered up to a maximum of £85,000 per person. For more information, visit fscs.org.uk.
Our commitment
We are committed to treating all clients fairly. Complaints help us improve. We record all complaints and use them to review and strengthen our processes. You will never be disadvantaged for raising a concern.