What to Do When We Don’t Get It Right

We always aim to provide excellent customer service and when that doesn’t happen we want to know why. Listening to you and learning from what you have to say will help us get it right next time, and we need your help to do this.

If you are not happy with the service that you have received please contact a member of our team either by e mail, telephone or letter at the following address:

Complaints Officer
Compliance Department

John Charcol
St. Helen's
1 Undershaft

Email: complaints@johncharcol.co.uk

We will then independently investigate the issues that you have raised and advise you of our findings.

Should you be unhappy with the resolution to your complaint you may contact the Financial Ombudsman Service, who can be contacted at the following address:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 0234 567
Fax: 0207 9641 001

Our factsheet about our client complaint procedure should tell you all you need to know about complaining to John Charcol.

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