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Complaints Procedure

We are committed to resolving any concerns promptly and fairly

At Ellis David, we strive to deliver a high standard of service to every client. However, we recognise that sometimes things can go wrong. If you are unhappy with any aspect of the service you have received, we want to hear about it so we can put things right.

Step 1: Contact Us

You can contact us in any of the following ways:

By telephone: 020 7354 3881

By email: enquiries@ellisdavid.com

By post:
Ellis David Limited
152–154 Essex Road
Canonbury
London
N1 8LY

Please provide your name, policy or reference number (if applicable), and full details of your complaint so that we can investigate thoroughly.

Step 2: Investigation

1

Acknowledgement

We will acknowledge your complaint promptly, and in any event within five business days of receiving it. We will let you know who is handling your complaint and how to contact them.

2

Investigation

We will investigate your complaint fairly and thoroughly, considering all relevant information and circumstances. We may contact you during this process if we need further details.

3

Final Response

You will receive our final response within eight weeks of your initial complaint. This response will set out our findings, whether we uphold your complaint, and any action we propose to take.

Step 3: If You Are Not Satisfied

If you are not satisfied with our final response, or if eight weeks have passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

Financial Ombudsman Service

Telephone: 0800 023 4567 (free from landlines and mobiles)

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

Website: www.financial-ombudsman.org.uk

Post:
Financial Ombudsman Service
Exchange Tower
London E14 9SR

Important: You must refer your complaint to the Financial Ombudsman Service within six months of receiving our final response. If you do not refer your complaint in time, the Ombudsman may not be able to consider it.