Complaints policy

How to make a complaint

We strive at all times to maintain high standards and do everything we can to ensure that all our customers get the best possible service from Conister. We recognise, however, that mistakes can happen, or expectations may not always be met. It is only when our customers take the trouble to tell us about them that we can put things right and make improvements to our service.

If your complaint is in relation to Discretionary Commission Arrangements, please note that there was an announcement by the Financial Conduct Authority (FCA) on 11 January 2024 detailing a change to the time limits to respond. This announcement also affects the time you have to refer your complaints to the Financial Ombudsman Service (FOS). For further information, please visit the FCA’s help page for consumers here.

How to complain

You may put your complaint to us by e-mail, letter or by telephone. It will be helpful if you quote your agreement or account number and supply us with as much relevant information as possible. If, after talking to our staff you are still concerned, we would appreciate if you confirm the details of your complaint in writing. We will not charge you at any stage for dealing with your complaint.  

By Phone: You may notify us by telephone in the first instance on 01256 581000.

By E-mail: You can contact us directly through our website

By Letter: You can write to: Customer Services, Fourth Floor East, Matrix House, Basing View, Basingstoke, Hampshire, RG21 4FF.

We will confirm receipt of your complaint in writing within 5 working days.

Who will deal with my complaint?

Your complaint will be investigated by an independent member of staff whose responsibility will be to deal with the problems you are experiencing, fairly.

How long will it take for my complaint to be dealt with?

We always try to reach an equitable solution as quickly as possible, and will endeavour to have your complaint resolved within 5 working days from the date your complaint was received. Some complaints may be more complex than others and therefore, may take us longer to investigate. Either way, we will write to you within four weeks from receipt of your complaint with either a response letter or a letter updating you that the investigation of your complaint will take a bit longer. We will also explain the reasons for any delay and will provide you with an expected response date.

Responding to your complaint

Once we have fully investigated your complaint we will write to you with our final response. This should not take longer than 8 weeks from the date your complaint was received.

What if I am not satisfied with your response?

If, at any time, you are unhappy with our handling or our response to your complaint, or in the unlikely event that we have been unable to resolve your complaint within 8 weeks of our receiving it, you have the right to refer the matter to the Financial Ombudsman Service. Please refer below for details of the Financial Ombudsman Service in the UK.

Who can use the Ombudsman Service?

Private individuals who are customers of financial services firms that provide services “in or from the UK”.

Only certain companies are eligible to use the UK Financial Ombudsman Service. These companies must have an annual turnover of less than two million euros and fewer than ten employees.

The UK Financial Ombudsman Service

Not all customers may refer their complaints to the UK Financial Ombudsman Service. The Scheme was established in 2000 to provide customers of UK based financial institutions with a free, independent dispute resolution service.

Further information about this service and eligibility criteria can be found from the below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
E14 9SR

Helpline: 0800 023 4567

Other ways to get in touch:

0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers.

(18002) 020 7964 1000 – Calls using next generation text relay.

+44 20 7964 0500 – Call this number if you’re calling from abroad. We’ll also be happy to phone you back, if you’re worried about the cost of calling us.

020 7964 1000 – our switchboard.

020 7964 1001 – our fax number.

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