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Complaints Procedure

Equisure UK Limited is committed to providing the highest levels of service. However, we understand that sometimes things can go wrong. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put it right.

How to Make a Complaint

You can contact us by phone, email, or in writing:

  • Write to: The Complaints Manager, Equisure UK Limited, 1st Floor Spitalfields House, Stirling Way, Borehamwood, Herts, WD6 2FX.
  • Email: info@equisure.uk
  • Phone: 08085 010 222

Our Process

1. Acknowledgment

We will acknowledge your complaint promptly, confirming that we have received it and are investigating the matter.

2. Investigation

Your complaint will be investigated by a qualified person who was not directly involved in the subject matter of the complaint. As an Appointed Representative, we may also refer your complaint to our Principal Firm, Cornerstone Finance Group Ltd, for compliance oversight or investigation.

3. Final Response

We aim to resolve complaints as quickly as possible.

  • Within 3 Business Days: If we can resolve your complaint to your satisfaction within 3 business days, we will send you a “Summary Resolution Communication”.
  • Within 8 Weeks: If we cannot resolve it immediately, we will keep you updated. Within 8 weeks, we will send you a Final Response Letter outlining our findings and our decision.

The Financial Ombudsman Service (FOS)

If you are not satisfied with our Final Response, or if 8 weeks have passed since you made your complaint and we have not issued a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service.

The FOS is a free, independent service for settling disputes between financial services firms and their customers.

Financial Ombudsman Service

Exchange Tower, London, E14 9SR

  • Website:financial-ombudsman.org.uk
  • Telephone: 0800 023 4567

Regulatory Status

Equisure UK Limited (FRN 1044787) is an Appointed Representative of Cornerstone Finance Group Ltd (FRN 767202), which is authorised and regulated by the Financial Conduct Authority.

Cornerstone Finance Group Ltd Registered Office: Unit E, Copse Walk, Pontprennau, Cardiff, CF23 8RB.