Complaints Policy

If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.

If you would like to make a complaint, please get in touch and we will investigate your concerns.

• Phone: We are happy to talk to you on the phone and you can raise a complaint there. Call us on +44 (0)20 3196 2187

• Email: Please email us at brokersupport@equalsmoney.com

• Post: If you prefer, you can write to us at Equals Connect Limited, 3rd Floor, Vintners’ Place, 68 Upper Thames Street, London, EC4V 3BJ.

Monday to Friday – 8.30am to 5.30pm (closed weekends and bank holidays)

We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we’re typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our ‘final response’.

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 0234567

Email: complaint.info@financial-ombudsman.org.uk

Websites: www.financial-ombudsman.org.uk