Cervello Financial Planning

Complaints Policy

As an Independent Financial Services firm authorised with the Financial Conduct Authority (FCA) the

regulator has set out its rules in relation to handling client’s complaints. In order to meet these rules,

we have put the following procedures in place.

  •  On receipt of your complaint we will record receipt of the complaint and write to

acknowledge receipt of your complaint within 5 working days, unless it can be resolved

within 1 business day. Within the acknowledgement letter we will provide you with a copy

of these complaint procedures.

  • We will endeavour to communicate with you in a clear and fair manner at all times whilst

investigating your complaint.

  • If your complaint was made verbally, then within our acknowledgement letter we will

confirm our understanding of your complaint.

  • Your complaint will then be investigated by our Compliance Officer Chris Daems, who will

gather all documentation required in order to thoroughly and objectively conduct the

investigation. This may require some additional information from you and therefore an

authority letter may be required so we can approach any 3 rd party necessary.

  • During the above process we will keep you informed of its progress to date and whether

there is any further information we require from you. We will aim to deal with your

complaint as quickly as possible.

  • If we have not resolved your complaint within 8 weeks from date of receipt, we will write to

you again with our reasons for delay however we also enclose the leaflet “Your Complaint

and the Ombudsmen” informing you of your rights to take action further to the Financial

Ombudsman if you are unhappy with the progress. We will confirm when we expect our

final response to be made.

  • Within our final response letter, we will set out our understanding of your complaint, the

issues raised, the investigation we conducted and the outcome from the investigation. We

will also detail any redress we believe appropriate or the reasons for declining redress.

  • If you are not satisfied with our final response, you have the right to refer your complaint

to the Financial Ombudsman Service, free of charge.

  • The Ombudsman might not be able to consider your complaint if:

• what you’re complaining about happened more than six years ago, and

• you’re complaining more than three years after you realised (or should have

realised) that there was a problem.


  • We will tell you if we think that your complaint is made outside of these time limits but this

is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not

have our permission to consider your complaint and so will only be able to do so in very

limited circumstances.

  • If you do decide to refer your complaint to the Ombudsman, you must do so within six

months of our final response letter.

  • If you do not refer your complaint to the Ombudsman within six months of the date of this

letter, the Ombudsman will not have our permission to consider your complaint and so will

only be able to do so in very limited circumstances

  • You can contact FOS by:
  • Web-http://www.financial-ombudsman.org.uk/
  • Phone-0800 023 4 567
  • Email-complaint.info@financial-ombudsman.org.uk
  • Post-The Financial Ombudsman Service

Exchange Tower

London E14 9SR

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