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Complaints Procedure

The UK Equity Release Help Organisation is committed to providing a professional, transparent, and reliable service to all members of the UK public. We take all complaints seriously and aim to resolve any concerns promptly, fairly, and in line with our obligations under UK law and Financial Conduct Authority (FCA) regulations.

This procedure outlines how you can make a complaint, what will happen next, and the steps we will take to investigate and respond to your concerns.

How to Make a Complaint

You can make a complaint to The Equity Release Help Organisation in any of the following ways:

Please provide as much detail as possible, including:

What Happens Next

Acknowledgement: We will acknowledge receipt of your complaint in writing within five working days.

Investigation: Your complaint will be reviewed by a senior member of our team who is independent of the circumstances that led to the complaint. If your complaint relates to an FCA-authorised adviser we introduced you to, we will also inform them so they can conduct their own investigation in line with FCA rules.

Response: We will provide a written response within eight weeks of receiving your complaint, outlining the findings of our investigation and any action we will take. If we are unable to provide a final response within this time, we will explain why and let you know when you can expect it.

If You Are Not Satisfied

If you are not satisfied with our final response or if eight weeks have passed without resolution, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

The FOS is an independent body governed by UK law that resolves disputes between consumers and financial services firms. There is no cost to you for using their service.

Record Keeping

We keep a full record of all complaints, investigations, and outcomes. This helps us monitor performance, identify areas for improvement, and ensure compliance with all relevant regulatory requirements.

Our Commitment: The Equity Release Help Organisation is governed by principles of fairness, transparency, and accountability. We view complaints as an opportunity to improve our service and strengthen public trust.