Complaints Procedure

We are committed to providing a high standard of service to all our customers. If at any time you are dissatisfied with the service you have received, please let us know so that we can try to resolve your concerns as quickly as possible.

How to Make a Complaint

You can contact us using any of the following methods:

• Telephone: 0333 0044333
• Email: complaints@acandco.com
• Post: 1st Floor, Blenheim House, Fountainhall Road, Aberdeen, Scotland, AB15 4DT

Please provide as much information as possible about your complaint, including your name, contact details, and details of the issue.

What Happens Next?

• We will acknowledge your complaint promptly.
• We will investigate your complaint fairly and thoroughly.
• We will keep you informed of our progress.
• We aim to provide our final response within 8 weeks of receiving your complaint.

Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you made your complaint and you have not received our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free and independent service established to resolve disputes between consumers and financial services firms.

You must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Making a complaint will not affect your legal rights.