Complaints

At Smooth Financial we are very proud of our high level of customer service and our commitment to customer satisfaction, despite this on very rare occasions we understand that you may have reason to complain. The company takes all complaints very seriously and this notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have with regard to the services that we provide to you. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.

What our complaints procedure covers

Our complaints procedure covers complaints which you may wish to make with regard to the services which we have provided to you, in particular, the manner in which we have dealt with your Creditors and the information we have provided to you about our dealings on your behalf.

How to make a complaint

If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with your Initial Adviser or Customer Account Manager. Should you be dissatisfied with the explanation he or she has provided to you then your complaint will be referred to the company's Compliance Department. Written complaints should be addressed to the Compliance Department.