Within the Fairstone Group complaints are handled by the Group Compliance Department who will attempt to resolve any issues as quickly and fairly as possible.

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 for the benefit of all our clients.

If you have a complaint, you should either complete the Online Submission Form or contact us using one of the methods below:

Write to

Group Compliance, Fairstone Group Ltd
1 The Bulrushes
Woodstock Way
Boldon Business Park
Tyne and Wear
NE35 9PF

Email:

compliance.enquiries@fairstone.co.uk

Telephone:

0845 605 0680

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

Following our acknowledgement of your complaint, it may become apparent that your concerns relate to another firm. If that is the case, we will write to you and inform you that your complaint has been passed on to the other firm. When we do so, we will inform you of the contact details of the person at the other firm to whom your complaint has been referred.

If you are not satisfied with our response, issued to you following completion of our investigation, you are likely to have the right to refer your complaint to the Financial Ombudsman Service (FOS). We will provide full details of FOS and your rights when we respond to your complaint. Please note however, that the FOS will not look at your complaint until it has been raised with us and we have had a reasonable time to respond.

Their contact details are below if you wish to find out more about their service:

Write to

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Email:

complaint.info@financial-ombudsman.org.uk

Telephone

From the UK: 0300 123 9 123

From abroad: +44 20 7964 0500

Website address

www.financial-ombudsman.org.uk