Complaints Procedure
At Freelancer Financials, we’re committed to delivering exceptional customer service at all times. However, we understand that sometimes things may not go as expected. If you’re unhappy with any aspect of our service, please let us know — your feedback helps us improve and ensures we continue to meet your needs effectively.
Table of contents
How to make a complaint
If you wish to raise a concern or make a complaint, you can contact our Customer Support Team in any of the following ways:
By email
sam@freelancerfinancials.co.uk
Please include as much detail as possible about your concern so we can investigate promptly.
By telephone
Call us on 0208 421 7999
If you prefer to speak directly to a team member, we’re happy to discuss your feedback and work towards a resolution immediately.
By Post
Complaints Officer
Freelancer Financials
Avondale House
262 Uxbridge Road
Hatch End
HA5 4HS
What happens next
Once we receive your complaint, we will:
- Acknowledge your complaint promptly, confirming that we’ve received it.
- Investigate your concerns independently and fairly.
- Provide a full response explaining our findings and any actions we will take to resolve the matter.
We aim to resolve all complaints as quickly as possible and will keep you informed throughout the process. If your complaint is complex and requires more time, we will let you know when you can expect a final response.
If you’re not satisfied with our response
If you remain unhappy after receiving our final response — or if eight weeks have passed since we received your complaint — you may refer your complaint to the Financial Ombudsman Service.
They can be contacted using the following details:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
By email
complaint.info@financial-ombudsman.org.uk
By telephone
0800 0234 567
By website
www.financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free, independent service for resolving disputes between consumers and financial firms.
Need more information?
Our Client Complaints Procedure Factsheet provides full details of how we handle complaints and what you can expect from us. Please contact us if you’d like a copy.
