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ALL IPO takes any complaints about its services extremely seriously. We aim to provide you with the highest standards of service. However we appreciate that sometimes things can, and do, go wrong and we encourage our clients to let us know immediately when this happens so we can aim to put things right. We will do all we can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.
We have therefore detailed our complaints procedure for you below which meets with the standards as set out by the Financial Services Authority (FSA).
How to Complain
There are three ways in which to get in touch with us to make a complaint:
- By phone call us on 0207 071 0803
- By email at complaints@allipo.com
- By post write to us at:
ALL IPO Plc Compliance Officer
26 Throgmorton Street
London EC2N 2AN
We shall aim to resolve your concerns with 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within five business days which senior person of the firm will be dealing with your complaint.
Still not happy?
If you still feel that we haven't resolved your complaint satisfactorily, you can refer the matter to the Financial Ombudsman's Service (FOS). They will only become involved after you have tried to resolve this issue directly with us first. They provide an independent service for settling disputes and you are not charged for this service. You can find out more by visiting their website:
Free Telephone (from a land line): 0800 023 4567 Monday to Friday 8am - 6pm
What to expect from us
When we write to you with our final response, we'll also explain your right to take your complaint to the Financial Ombudsman Service. Our letter will include their leaflet and give you information about your complaint to help you put your case to the FOS, if that's what you decide.
Complaints relating to Third Parties
If you have a complaint that is not about us or our services, and assuming we can identify the firm to whom the complaint should be addresses, we will carry out the following action:
- We will write/email to the firm concerned, explaining that we believe the complaint to be theirs,
and suggesting that they contact you directly
- We will enclose a copy of the original complaint letter
- We will write/email to you, giving details of the firm and invite you to get in touch with them
and copy the firm on the letter/email as well.
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