At The Equity Release Guide, we are committed to delivering excellent customer service and treating all customers fairly. We recognise that, on occasion, things may go wrong. If this happens, we want to know so that we can resolve the issue and improve our service. All complaints are investigated fairly and thoroughly.
How to Complain
If you wish to make a complaint, you can contact us in the following ways:
In writing:
Compliance Manager
The Equity Release Guide
Smarter Clicks Marketing Ltd
85 Portland Road, First Floor
London
W1W 7LT
Or by email: info@theequityreleaseguide.co.uk
What Happens Next?
Acknowledgement – We will acknowledge your complaint within 5 working days of receiving it. If you do not hear from us in this time, please contact us to confirm we have received your complaint.
Investigation – We will investigate your complaint fairly, impartially, and thoroughly.
Progress Updates – If we are unable to provide a full response within 4 weeks, we will write to you explaining the progress of our investigation.
Final Response – We aim to complete our investigation within 8 weeks. Once complete, we will write to you with our final response, explaining whether your complaint has been upheld and what action we propose to resolve it.
If You Remain Unsatisfied
If you are not satisfied with our final decision, you can request that a senior member of our team reviews your complaint again.
Please note: as Smarter Clicks Marketing Ltd is a marketing company and not itself FCA-regulated, your complaint cannot be referred to the Financial Ombudsman Service.
