Complaints Procedure

Please contact us in the first instance, if for any reason you feel dissatisfied with any aspect of our service.

We will do everything we can to address your complaint and attempt to put things right as quickly as possible.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. We aim to provide you with a full written response within 8 weeks and endeavour to keep you regularly updated with the progress of the complaint.

If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to Financial Ombudsman Service.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Services can be contacted by calling 0800 023 4567
or e-mailing complaint.info@financial-ombudsman.org.uk

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Covid Update

Throughout the ongoing Covid pandemic, we'd like to reiterate our assurances to all clients that we remain fully operational. All non-essential Three Counties staff are working from home wherever possible, and normal service continues to be maintained.

Should you have any concerns or queries, about the ongoing circumstances, or our general business services, you can reach our team by calling our usual telephone number on 0191 230 3034 or emailing admin@three-counties.co.uk

Our focus remains on managing your investments and financial plans through these most challenging times. Please do not hesitate to get in touch.

Updated: November 2020