Unhappy with our service?

We want you to have the best possible experience with us. If you’re ever unhappy or concerned about our service, please tell us straight away so we can put things right.

Chesterton House Financial Planning Ltd is authorised and regulated by the Financial Conduct Authority.

Start with your Financial Planner

Raise your concern directly with your Financial Planner in the first instance. They know your situation and are best placed to resolve it.

If you’d like to take it further

If your Financial Planner or their supervisor hasn’t resolved your complaint to your satisfaction, please contact our Compliance Director, Jon Potter, who will arrange for the matter to be formally reviewed.

Address your message to Jon by email at jon.potter@chestertonhouse.co.uk, or by letter to our business address at Chesterton House Financial Planning Ltd, 3 Rectory Place, Loughborough, LE11 1UW.

We aim to resolve concerns as quickly as possible. Some complaints can be resolved within three business days, while others may require a more detailed investigation. Where a complaint requires a more detailed investigation, we will keep you informed of our progress and explain the next steps. We will provide our final response as soon as possible and, in most cases, within eight weeks of receiving your complaint.

If we can’t resolve it together

If you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, who are an independent body that settles disputes between clients and financial planning firms. Further details are available on their website: https://www.financial-ombudsman.org.uk/.

For further information about how we handle complaints, please see our policy on Dealing with your Complaint.