Coronavirus (COVID-19)

We are monitoring events closely and will continue to update our guidance as the situation evolves. Read our most recent guidance for members and advisers.

 

Complaints

Complaints

At The Exeter, our aim is to provide the highest possible standards of service but we don’t always get it right.

If you are unhappy with any aspect of our service please contact us to discuss your concerns. Under our regulators rules we are required to try and resolve consumer complaints at the earliest opportunity. Sometimes this can be achieved quickly but in some cases it may take longer. In such cases our Complaints Handler will acknowledge your complaint within 5 working days and contact you with an update if it hasn’t been resolved in 20 working days. We have up to eight weeks in which to try to resolve your complaint.

Telephone

General enquiries:
0300 123 3201

Or write to us at

The Exeter
Lakeside House
Emperor Way
Exeter
EX1 3FD

 

Finally

If you remain unhappy with the outcome of your complaint, how the complaint was dealt with or we do not provide a response within eight weeks, you have the right to refer your complaint to the independent Financial Ombudsman Service to investigate the matter on your behalf.

For help and advice from the ombudsman on how to complain, visit their website at:
http://www.financial-ombudsman.org.uk/consumer/complaints.htm.

Telephone

General enquiries:
0800 023 4567 or 0300 123 9123

Or write to us at

Financial Ombudsman Service
Exchange Tower
London,
E14 9SR

The Financial Conduct Authority requires firms to publish their complaints data every six months. To see our complaints data, click here, but if any further information would be of help, please let us know.