How to Make a Complaint

We're extremely sorry that you're unhappy and we would like to resolve this quickly for you.

We take complaints very seriously and have put measures in place to ensure that complaints are handled promptly and fairly.

Check if our complaints policy applies to you:

We will apply our complaints policy to you if you are an eligible complainant. However, regardless of whether or not you are an eligible complainant, we treat all complainants equally.

Please note: If you are not an eligible complainant you will not be able to refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our final response to your complaint.

How is an eligible complainant defined by the Financial Conduct Authority?

An eligible complainant is defined as:

A consumer

A consumer is any natural person acting for purposes outside their trade, business or profession. This includes professional clients and eligible counterparties where the person is an individual acting for purposes outside their trade, business, craft or profession.

A micro-enterprise

A micro-enterprise is a business that has fewer than 10 employees (full-time equivalent) and that has a turnover or balance sheet not exceeding €2 million (i.e. approximately £1.6 million).

Not a micro-enterprise

Has an annual turnover of less than £6.5 million and employs fewer than 50 persons or has a balance sheet total of less than £5 million.

A charity

A charity which has an annual income of less than £1 million.

A trustee of a trust

A trustee of a trust which has a net asset value of less than £1 million.

How to make a complaint:

We want to make the complaint process as simple for you as possible, which is why complaints can be made verbally. Once we receive your complaint, it will be referred on to our Compliance Officer, Gary Fraser.

You can make your complaint either in person, in writing, or by calling: +44 (0)20 3667 8181

Where do I send my written complaint?

You can complain in writing, either by email or by post.

Where should I email my complaint?

You can email your complaint to:

Where should I post my complaint?

You can post your complaint to:

Foresight Group
The Shard
32 London Bridge Street

The process of making a complaint:

Within 48 hours of your complaint being received, we will provide written confirmation of the name and title of the person handling your complaint.

The person assigned to handle your complaint will always be someone of sufficient competence and authority who, if appropriate, was not involved in the original subject of the complaint.

Whilst we are investigating your complaint, we will provide you with regular updates on the progress and realistic timeframes for when you can expect a "Final Response".

Depending on the outcome and circumstances, we may then offer redress and/or take remedial action.

Learn more about how we will investigate your complaint

As part of our investigations into your complaint, we will:

Assess the evidence available and the specific circumstances surrounding your complaint

Review all appropriate records and speak to all of the individuals involved

Consider similarities to any other complaints that may have been made to us

Take account of any guidance published by the relevant regulatory bodies

What can I expect from the final response?

The final response will provide you with an assessment of your complaint, as well as confirmation of whether it has been upheld or not.

We will endeavour to send you a final response as soon as possible and not later than eight weeks after you make your complaint.

If you are an eligible complainant, our final response will also:

Inform you that you may refer the complaint to the FOS if you are still unhappy

Enclose or attach a copy of the FOS standard explanatory leaflet

Contact Foresight