Complaints Policy

At Fort Advice Bureau we are committed to providing a professional, friendly, and high-quality service. We value all our clients and take complaints seriously. If something goes wrong, we want to know about it so we can put it right and improve our service.

How to Make a Complaint

If you are dissatisfied with any aspect of the service you have received from us, please contact us as soon as possible using any of the following methods:

By email: complaints@fort-ab.co.uk

By post:
Complaints Department
Fort Advice Bureau
Saxon House
27 Duke Street, Chelmsford,
Essex
CM1 1HT

To help us deal with your complaint as efficiently as possible, please provide the following details:

• Your full name and contact details
• The nature of your complaint
• Any relevant documents or references

What Happens Next

We will acknowledge your complaint within 5 business days of receiving it.

We will investigate your concerns thoroughly and aim to provide a final response within 8 weeks.

If we cannot provide a final response within this time, we will write to explain why and let you know when you can expect a response.

Financial Ombudsman Service

If you are not satisfied with our response or if 8 weeks have passed since you first raised your complaint, you may be eligible to refer your complaint to the Financial Ombudsman Service

Contact details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Ombudsman within 6 months of our final response letter.

Further Information

This Complaints Policy is available in alternative formats upon request.

We are authorised and regulated by the Financial Conduct Authority. Our FCA registration number is 972730.