Complaints Procedure

Charleston Financial Service Ltd takes complaints very seriously. We aim to handle complaints quickly, effectively and in a fair and honest way. Charleston Financial Service Ltd strives to provide the best customer experience possible therefore we’ll always work hard to remedy the problem and learn from your feedback to improve the way we deliver our services in the future. We’ll also keep you informed throughout the process, so you know what is happening every step of the way.

  1. What is considered a complaint?

The Financial Conduct Authority defines a complaint as:

'Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service or a redress determination which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.'

  1. How do I make a complaint?

You can contact us to make a complaint via phone, email or post.

Phone: 01908 597 811

Emailcomplaints@charleston.co.uk

Post:  

9, Copperhouse Court,

Caldecotte,

Milton Keynes,

MK7 8NL