Complaints Procedure

We aim to provide a clear, professional service. If something has gone wrong, please tell us so we can put it right.

How to complain

Please include your name, contact details, the case it relates to, what went wrong and what you would like us to do.

What happens next

  1. Acknowledgement – within 5 working days.
  2. Investigation – ExpertBrokerUK will review your complaint, the file and correspondence.
  3. Response – a written response, normally within 4 weeks. If we need longer, we will explain why and when to expect a reply (no later than 8 weeks from receipt).

If you remain unhappy

As the finance we arrange is unregulated, complaints may not fall within the jurisdiction of the Financial Ombudsman Service. If your complaint concerns the lender’s conduct, you can also complain directly to the lender using its own complaints procedure. You may also seek independent legal advice.