We are committed to providing the highest level of service to our customers. If you are not satisfied with our service, please let us know so we can put things right. You can make a complaint to us free of charge in any of the following ways:
By phone: 0207 065 5300
By email: Complaints@abtot.com
By post: 69 Leadenhall Street, London, EC3A 2BG
We will acknowledge your complaint promptly and aim to resolve complaints within three business days where possible. If resolved within this time, we will send you a Summary Resolution Communication, confirming your right to refer the matter to the Financial Ombudsman Service (FOS).
If we cannot resolve your complaint within three business days, we will acknowledge your complaint within 5 working days, provide details of our complaint handling process and who is dealing with your complaint.
We aim to provide a final response to your complaint within 8 weeks, and if we cannot, we will outline the reasons for the delay and provide you with an indication of when you can expect a final response.
If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first complained, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS). Details of the eligibility criteria can be found in our complaints procedure or on the FOS Website: https://financial-ombudsman.org.uk. If you decide to refer your complaint to the Ombudsman, you must do so within 6 months of the date of our final response.
The FOS offer a free independent service for resolving disputes and you can contact the FOS via the following means:
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
In writing: Exchange Tower, London, E14 9SR
We handle all complaints fairly, promptly and transparently. Complaints can be made free of charge, and we will never use premium-rate numbers.