We aim to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we shall try to do everything reasonable to put it right.

Making a complaint

If you find yourself dissatisfied with any of our services, please get in touch with us in the first instance on the details below, and we will do our best to resolve the complaint.

If you wish to make a complaint about the service you have received, please get in touch with us using the details below:

FAO: Edward Newman, CEO of 71a
By Phone: 0330 321 2050
By Email:
By Mail or in Person: A8 Elmbridge Court, Cheltenham Road East, Gloucester, England, GL3 1JZ

What information do you need to make a complaint?

Please have the following information available when you call, or include them in any email or letter that you send us:

  • Your full name, address and where applicable reference number
  • Details of your complaint
  • Copies of any correspondence or documents relating to your complaint
  • How you wish us to resolve the complaint

What happens once you have made a complaint?

If we are unable to resolve your complaint at first contact, or you or someone on your behalf, would prefer to submit your complaint in an alternative medium, your concerns will be fully investigated by our complaint handler.

Once your complaint is submitted, we shall send you an acknowledgement correspondence within five working days. A final response will be issued to you within eight weeks of the initial receipt of your complaint. It will explain our reasons for the conclusion or alternatively, why we are not able to issue a final response at this time.

During this time, our complaint handler may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.

If we uphold your complaint, we will take all appropriate steps to rectify the error promptly, offer an apology for the error and where appropriate, may offer redress or remedial action.

The Financial Ombudsman Service

If you are not satisfied with our final response you have the right to escalate the complaint to the Financial Ombudsman Service, their contact details can be found below. You must do this within six months of our final response. Conversely, you are unable to escalate a complaint until the full 8 weeks has lapsed.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
By freephone: 0800 023 567 *
Or Standard Telephone: 0300 123 1 123 *
Outside of the UK: +44 20 7964 0500
* calls are charged at the same rates as 01/02 number on mobile tariffs.

Time Restrictions

The Financial Ombudsman Service will only consider complaints that have received a final response from the firm. The Financial Ombudsman Service is unable to accept complaints more than 6 months after the final response was issued or more than six years after the event complained or (if later) three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint; unless the complainant referred the complaint to the respondent or to the Ombudsman within that period and has a written acknowledgement or some other record of the complaint having been received.


We may change this policy from time to time by updating this page. This may occur due to change in regulatory framework or a change in contact information. Any changes to this policy will be made here.