Treating you fairly

What Treating Customers Fairly means to Angell Mallinder

Authorised by the Financial Conduct Authority, we’re dedicated to adhering to their stringent standards on consumer protection, market integrity and industry best practice. The Treating Customers Fairly (TCF) policy is an integral part of FCA regulations, and firms who are FCA authorised must demonstrate that they continually deliver the outcomes of this policy to their customers throughout the product lifecycle.

Angell Mallinder fully endorse the principles of TCF, and strive to achieve each of the FCA’s overarching outcomes in everything that we do:

Consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture
Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly
Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale
Where consumers receive advice, the advice is suitable and takes account of their circumstances
Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect
Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

Our complaints procedure

As an independent financial services firm authorised and regulated by the Financial Conduct Authority (FCA), we adhere to the rules set out by the regulator in relation to the handling of client complaints. In the first instance, please get in touch with the Angell Mallinder team as soon as possible if you are dissatisfied with services or products that we provide. We will take details of your concerns and ensure that the matter is thoroughly investigated with our dedicated Compliance Officer.

If, after following this procedure, you are still not satisfied with the outcome we have provided, you may have the right to take your complaint to the Financial Ombudsman free of charge. This should be done within six months of our final response, in which we will provide you with contact details for the Financial Ombudsman Service. The Financial Ombudsman might not be able to consider your claim if the issue you're complaining about happened more than six years ago, or if you're complaining more than three years after you realised that there was a problem.

More details can be found on their website www.financial-ombudsman.org.uk, or you can get in touch with the Financial Ombudsman using their contact details below.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Get in touch today to speak to the Angell Mallinder team

The Financial Ombudsman

A free, fair and impartial service that settles complaints between consumers and businesses that provide financial services, without having to go to court.

The Financial Conduct Authority

View the Angell Mallinder profile on the FCA's register, which demonstrates our ability to legally provide certain regulated products and services.

The Money Advice Service

Impartial advice on sorting out money problems or complaints with financial service firms within the UK, in line with your legal rights as a consumer.

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Regulatory Statement

Angell Mallinder Limited is directly authorised and regulated by the Financial Conduct Authority (FCA).

Financial Services Register No: 496729.

Company Registration No: 6818411.

The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.