Complaints procedure
If something has gone wrong, we want to know. This page explains how to tell us, what happens next and how long it takes.
Last updated: September 2026
How to make a complaint
You can complain in whatever way suits you:
- by email to complaints@verionpartners.com
- by phone on +44 (0)20 8335 0044, Monday to Friday, 9:00 to 17:30
- in writing to: Complaints, Verion Partners, Studio 4, Hazelrigg House, 33 Mare Fair, Northampton, NN1 1SR
- by speaking to your adviser, who will pass it on
It helps if you tell us your name and contact details, what went wrong, when it happened and what you would like us to do. If you need help making a complaint, or would like us to communicate in a different way, just ask.
What happens next
- We will confirm we have received your complaint promptly, and tell you who is dealing with it.
- If we can resolve it by the end of the third working day after we receive it, we will write to you to confirm what we have done. That letter will also explain your right to go to the Financial Ombudsman Service if you are not happy with the outcome.
- Otherwise, someone who was not involved in the matter will look into it fairly and keep you updated.
- Within eight weeks of receiving your complaint, we will send you our final response, or write to explain why we are not yet able to and when we expect to.
Our final response will explain what we found, whether we uphold your complaint and what we will do to put things right. It will include a copy of the Financial Ombudsman Service leaflet.
The Financial Ombudsman Service
If you are not happy with our final response, or eight weeks have passed and you have not received it, you can ask the Financial Ombudsman Service to look at your complaint. It is free and independent. You normally need to contact them within six months of the date of our final response.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free) or 0300 123 9 123
- From outside the UK: +44 20 7964 0500
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
The Ombudsman can help consumers, and most small businesses, charities and trusts. Some of the commercial finance we arrange is not regulated by the Financial Conduct Authority, and complaints about it may not be eligible. We will tell you if that applies to you.
Complaints about a lender or insurer
If your complaint is about a lender or insurer rather than about our advice or service, we will pass it to them and tell you we have done so, or give you their details so you can contact them directly.