Complaints

We are always striving to enhance the experience our customers have with us. If you have a complaint, we’d like to hear about it so that we can improve our service in the future and work to fix what went wrong in your individual case.

Our commitment to you

Adler Financial Planning Limited is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

Details of a complaint

Where we become aware of client concerns or unease, we give priority to resolving the matter as quickly as possible and that your concerns are handled fairly and within reasonable timescales.

Upon receipt of a complaint, we’ll do all we can to resolve your concerns within three business days, and confirm this to you in writing. If we cannot do this, we’ll write to you, normally within five business days to acknowledge your complaint and to let you know when we expect to be able to issue a full response.

A senior person who, where possible is independent of the case, will investigate your complaint. You’ll be given their name and contact details.

When acknowledging your complaint, especially in the case of an oral complaint, we’ll set out the nature of the complaint and may request further clarification if necessary.

Your complaint will be investigated using our files together with reports from other parties if relevant.

We may also write to you if further information is required. We’ll keep you informed of the progress of the complaint investigation.

After eight weeks, if a final response letter has not already been sent to you, you’ll receive:

• A final response letter detailing our conclusions and resolution to the complaint.

This letter will also confirm that if you remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response letter, otherwise you would lose this referral right.

A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied. You may also be able to take civil action.

OR

• A response that we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response.

We’ll also inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay.

A copy of the FOS leaflet ‘your complaint and the Ombudsman’ will be enclosed, if not already supplied.

Where your complaint relates to the administration or management of an occupational or personal pension, we may also be able to refer your complaint to the Pensions Ombudsman (TPO) in addition to the FOS. Where appropriate, we’ll provide you with the relevant contact details.

Please bear in mind that if your complaint involves information from third parties some delays could be beyond our control. We’ll however, pursue information on a regular basis.

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we’ll carry out the following action:

• We’ll write to the firm concerned, explaining that we believe the complaint in question to be theirs, and suggesting that they contact you directly.
• We’ll enclose a copy of your original complaint letter.
• We’ll write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We’ll also provide you with a copy of the letter we send to the firm.
• We’ll copy the new firm in on this letter.

Give us a call

The easiest way to complain is simply to give us a call. Please use the contact link on the top right of our pages to get in touch.

Email us

To email us regarding a complaint, please use the contact link at the top right of our pages. Or you can send an email to: info@adlerfp.co.uk

When sending emails you should not include any personal, financial or other confidential details as this method is not a secure way of supplying information.

Write to us

If you wish to make a complaint in writing please address this to, please use the address above.

Other feedback

Alternatively, if you do not want to make a complaint but you’d simply like to make a suggestion as to how we could improve our products or our website please use feel free so send us your feedback.