Complaints

At Innovative Financial Advisors we work hard to give every client a personal, careful service. If something has not met your expectations, we want to know — and we will do our best to put it right quickly and fairly.

How to make a complaint

You can raise a concern in whatever way suits you best:

• By email — hello@innovativefinancialadvisors.co.uk, marking your message “Complaint” so we can prioritise it.
• In writing — addressed to the partners, using the postal address we hold on file for your account.
• By phone or in person — simply ask to speak to one of the partners.

Please give us your name, the best way to reach you, and as much detail as you can about what has gone wrong and how you would like it resolved.

What happens next

• We will acknowledge your complaint promptly and let you know who is handling it.
• We will look into it thoroughly and fairly, and keep you updated on our progress.
• We will write to you with our findings and any steps we propose to put things right.

If you are still not satisfied

If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the relevant ombudsman service. For insurance matters this is usually the Financial Ombudsman Service at financial-ombudsman.org.uk. We will confirm the appropriate route and any time limits when we respond to your complaint.

Our complaints procedure is provided for general information and will be updated as our practice’s regulatory details are finalised.