Introduction of our Complaints Policy



Trusted Xperts Limited wishes to reassure our customers that we truly do focus on providing second-to-none customer service excellence. With that aspiration in mind, we take any customer complaint about our service provision very seriously. We are sorry that you feel inclined to make a complaint to us - but nonetheless, we will do all we can to help resolve any dispute in as timely manner as possible.


Financial Advice Complaints


In the matter of complaints regarding any interaction you may have had with a selected Financial or Mortgage Adviser, then Trusted Xperts Limited are obliged initially to bring the complaint to the attention of the adviser if you have not already done so. We would not be authorised to investigate the financial product complaint in anyway as this would be the responsibility of the respective Financial Adviser networks we are positioned with. Therefore for any financial services complaint - you should in the first instance speak with your Adviser, who will be able to explain their complaint procedure. You will also be provided with the details of the Financial Services Ombudsman.

Trusted Xperts Limited would raise your complaint with any Financial Adviser networks we work with, in order for their customer complaint management team to take ownership of your complaint via Trusted Xperts and provide you with the appropriate support.

For Openwork Advisers: please visit Openwork's Customer Complaint page on their website for further information.


Law Firm Complaints


In the matter of a complaint regarding any interaction you may have had with a Trusted Xperts Partner Law Firm, then Trusted Xperts Limited are obliged to bring the complaint to the attention of the Law Firm if you have not already done so.

If at any point you become unhappy or concerned about the service provided by a Trusted Xperts Partner Law Firm, then you should inform them immediately, so that they can do their best to resolve the problem for you.

To begin with, it may be helpful to contact the person who is working on your case to discuss your concerns and they will do their best to resolve any issues at that stage. Should you still wish to make a formal complaint, then you can read their full complaints procedure on their website or within the initial documents you would have been provided at the time you instructed the Law Firm to represent you.

Making a complaint will not affect how the Trusted Xperts Partner Law Firm deals your case. The Solicitors Regulation Authority can help you if you are concerned about their behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns at the Solicitors Regulation Authority.

Should your Law Firm be registered with a different regulator, then we will provide you with additional information as required.


Accountant Firm Complaints


In the matter of a complaint regarding any interaction you may have had with a Trusted Xperts Partner Accountant Firm, then Trusted Xperts Limited are obliged to bring the complaint to the attention of the Law Firm if you have not already done so.

If at any point you become unhappy or concerned about the service provided by a Trusted Xperts Partner Accountant Firm, then you should inform them immediately, so that they can do their best to resolve the problem for you.

To begin with, it may be helpful to contact the person who is working on your case to discuss your concerns and they will do their best to resolve any issues at that stage. Should you still wish to make a formal complaint, then you can read their full complaints procedure on their website or within the initial documents you would have been provided at the time you instructed the Accountant Firm to represent you.

Making a complaint will not affect how the Trusted Xperts Partner Accountant Firm deals your case. The Financial Reporting Council can help you if you are concerned about their behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns at the Financial Reporting Council.

 

Trusted Xperts Complaint Reporting: Please use the secure form below if you wish us to raise the complaint with the relevant professional adviser on your behalf.

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Data Protected by 256 TSL Bit Encryption. Trusted Xperts Limited is registered as a Data Controller in accordance with the Data Protection Act 2018. Information on this form will only be used to resolve your query and not for marketing purposes.


General Information


If you have questions regarding our Complaints Policy, please contact Trusted Xperts Limited via our Contact Page or if you prefer you can write to us at the following address: Trusted Xperts Limited, 4 Factory Road, Newport, Gwent, NP20 5FA, Wales, United Kingdom. If you prefer, we can be contacted on 0333 444 5 800.

Trusted Xperts Limited is a registered company with the Information Commissioners Office, and is licensed to handle Personal Information. We are compliant with the General Data Protection Regulation. Please view our Privacy Policy or our Terms of Use for further information.

Customer Complaints Policy update: 22-Aug-2019 04:44 PM

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Trusted Xperts Partners across the UK meet our high standards and have passed our diligence checks, and in our professional opinion, represent some of the very best British firms, that can offer you high levels of customer service excellence and professional advice, matched by great products and services, at prices that are fair and transparent. That's our promise.

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4 Factory Road, Newport, NP20 5FA, Wales.
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