Within the Fairstone Group, complaints are handled by the relevant company’s Compliance Department, who will attempt to resolve any issues as quickly as possible and in as fair a way as possible. We also comply with complaints procedures set out by the Financial Conduct Authority (FCA).

Whilst we aim to minimise complaints, we also recognise that complaints can be good for our business and we can learn from them. We therefore review any trends that emerge, so we can improve our service where needed.

If you have a complaint, you should write to the relevant Compliance Department at:

Company Name

Fairstone Group Ltd; or
Fairstone Financial Management Ltd; or
Fairstone Financial Management (City) Ltd;

Head Office
1 The Bulrushes
Woodstock Way
Boldon Business Park
Tyne and Wear
NE35 9PF

Your complaint will be handled in accordance with our internal procedure and the FCA rules governing complaints. A copy of our complaint procedure will be sent to you with our acknowledgement letter.

If you are not satisfied, you are likely to have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note however, that the FOS will not look at a complaint until it has been raised with the firm and the firm has had a reasonable time to respond. We will provide full details of FOS and your rights when we respond to your complaint.

When you make contact, please provide the following information:

  • Your name, address, telephone number and email address
  • Your policy number and the type of policy you hold
  • The reason for your complaint

Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.