How to make a complaint Within the Fairstone Group complaints are handled by the Group Compliance Department who will attempt to resolve any issues as quickly and fairly as possible. Whilst we aim to minimise complaints, we also recognise that complaints can be good for our business and we can learn from them. We therefore review any trends that emerge, so we can improve our service where needed for the benefit of all our clients. If you have a complaint, you should either complete the Online Submission Form or contact us using one of the methods below: Write to: Group Compliance, Fairstone Group Ltd 1 The Bulrushes Woodstock Way Boldon Business Park Tyne and Wear NE35 9PF Email: client.incidents@fairstone.co.uk Telephone: 0845 605 0680 Your complaint will be handled in accordance with our internal procedure and the Financial Conduct Authority rules governing complaints. A copy of our complaint procedure will be sent to you with our acknowledgement letter. Following our acknowledgement of your complaint, it may become apparent that your concerns relate to another firm. If that is the case, we will write to you and inform you that your complaint has been passed on to the other firm. When we do so, we will inform you of the contact details of the person at the other firm to whom your complaint has been referred. If you are not satisfied with our response, issued to you following completion of our investigation, you are likely to have the right to refer your complaint to the Financial Ombudsman Service (FOS). We will provide full details of FOS and your rights when we respond to your complaint. Please note however, that the FOS will not look at your complaint until it has been raised with us and we have had a reasonable time to respond. Their contact details are below if you wish to find out more about their service: Write to: Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Email: complaint.info@financial-ombudsman.org.uk Telephone: From the UK: 0300 123 9 123 From abroad: +44 20 7964 0500 Website: www.financial-ombudsman.org.uk Fairstone Group Ltd are trustees of the Fairstone Foundation – registered charity number 1121478 © Copyright 2021 Fairstone Group. All rights reserved. Fairstone Financial Management Ltd. is authorised and regulated by the Financial Conduct Authority (FRN: 475973) Fairstone Wealth Management Ltd. Is authorised and regulated by the Financial Conduct Authority (FRN: 188596) Fairstone Private Wealth Ltd. is authorised and regulated by the Financial Conduct Authority (FRN: 457558) Fairstone Mortgage Solutions Ltd. is authorised and regulated by the Financial Conduct Authority (FRN:655072) All are part of the Fairstone group of companies. Registered in England. Registered Address: 1 the Bulrushes, Woodstock Way, Boldon Business park, Tyne & Wear NE35 9PF Keep up to date with Fairstone by subscribing to Intelligent Wealth, our FREE bi-monthly magazine ✔ I am happy to receive updates from Fairstone that may include newsletters, topical guides, financial insights and company news and events Privacy Policy How to make a complaint Modern Slavery Act Transparency Statement FCA Register Fairstone Group Fairstone Private Wealth Gender Pay Gap Careers We use cookies on this site to enhance your user experience. Further information can be found in our Privacy Policy. To agree to the use of cookies please click the button. OK, I agree