Complaints Procedure

At AFH, we are committed to providing excellent customer service at all times and really value your feedback. Therefore, it is important for us to know if the level of service you receive falls short of your expectations, or if a product you have purchased through us fails to meet your requirements. We use any information that you provide us with to better understand your complaint and manage it effectively, in order to arrive at a suitable outcome.

How to Complain

If you wish to make a complaint, you can contact us in the following ways:

In writing:

Complaints Department
AFH House
Buntsford Drive
Stoke Heath
B60 4JE

Telephone: 01527 577775

No charge will be made for handling a complaint from a client.

Acknowledging a Complaint

If your complaint cannot be resolved by the close of business of the third business day, following the day it is received, we will promptly send you a written acknowledgement to confirm it has been received and that we are dealing with it.

If we have reasonable grounds to be satisfied that another firm maybe solely or jointly responsible for any complaint issues raised, we will promptly forward the complaint (or the relevant part of it), in writing to that firm. We will write to you to confirm our actions and provide you with the contact details of the firm concerned.

What happens next

We will investigate your complaint competently, diligently and impartially. We will take into account any documents and/or information which you may provide in relation to your complaint. If necessary, we may request further relevant evidence and information/documentation from you to assist us with your investigation.

We will ensure that you are kept informed of our progress with regard to the investigation into your complaint and once we have finalised our investigation, we will issue our Final Response letter. All communications with you will be clear, fair and not misleading.

If we have been unable to conclude our investigation or issue our final response within eight weeks, we will write to you and provide an explanation as to why we are not in a position to issue a final response and indicate when we expect to be able to provide one.

The Financial Ombudsman Service

If you are dissatisfied with our final response, or if we are unable to resolve your complaint within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567

The Financial Ombudsman Service is an independent dispute resolution service. There is no charge for you to use their services.

Further information

In the event that you have any queries regarding our complaint handling procedures, please get in touch with us, using the contact details provided above. A copy of our Complaints Policy and Procedures is available on request.