Complaints Procedure

 

Our Commitment

We aim to provide a clear, simple and reliable service. If something has gone wrong, we want to hear about it and put things right as quickly as possible.

Who We Are

Surely is a trading style of PJG Financial Limited. We are authorised and regulated by the Financial Conduct Authority under firm reference number 919697. We act as an introducer only and do not provide advice or make insurance decisions.

How to Make a Complaint

You can contact us using the details below. Please include as much information as possible so we can investigate your complaint properly.

Email: contact@surely.co.uk
Post: 5 South Charlotte Street, Edinburgh, United Kingdom

Please include your name, contact details and a clear description of your complaint.

What Happens Next

We will acknowledge your complaint as soon as possible. We aim to investigate and resolve complaints quickly and fairly.

We may contact you to request further information if needed.

We will provide a final response within eight weeks of receiving your complaint.

If We Cannot Resolve Your Complaint

If you are not satisfied with our final response, or if eight weeks have passed and your complaint has not been resolved, you may be able to refer your complaint to the Financial Ombudsman Service.

Website: financial-ombudsman.org.uk

The Financial Ombudsman Service is an independent body set up to resolve disputes between consumers and financial services firms.

Scope of Our Service

As an introducer, we are responsible for the service we provide, including how we handle your information and how we connect you with partners.

We are not responsible for the products, advice or decisions made by third party providers or brokers. If your complaint relates to a product or service provided by a third party, you may need to contact them directly.

Changes to This Procedure

We may update this Complaints Procedure from time to time. The latest version will always be available on our website.