Customer care

Dealing With Your Complaint

We aim to provide a high standard of service at all times. However, if you are unhappy with any aspect of the service you have received, we take this seriously and welcome the opportunity to put things right.

How to Make a Complaint

You can make a complaint by contacting us using any of the following methods:

In writing

Erskine Financial
Annfield House
1 Eskbank Toll
Dalkeith
EH22 3DY

By email

connor@erskine.financial

By phone

0131 378 1840

You do not need to put your complaint in writing if you would prefer to raise it verbally.

What Happens Next

Once we receive your complaint:

  • We will acknowledge your complaint promptly, usually within 5 business days.
  • Your complaint will be investigated fairly, consistently, and promptly by someone not directly involved in the matter where possible.
  • We may contact you for further information to help us understand your concerns fully.
  • We will aim to provide a final response within 8 weeks of receiving your complaint.

Our Final Response

Our final response will explain:

  • Our findings
  • Whether your complaint is upheld
  • Any remedial action or redress (if appropriate)

If we are unable to provide a final response within 8 weeks, we will explain why and advise when we expect to be able to do so.

If You Remain Dissatisfied

If you are not satisfied with our final response, or if we do not respond within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), free of charge.

You must do this within six months of the date of our final response.

Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

www.financial-ombudsman.org.uk

Your Right to Complain

Making a complaint will not affect your legal rights or the service we provide to you.