Complaints and FOS rights
We’re here to put things right
At Beyond Advice Group, we want every client to receive a high standard of service and to feel confident in the advice and support they receive from us.
Sometimes things may not go as expected. If you are unhappy with any aspect of our service, the advice you have received or the way you have been treated, please tell us.
We take concerns and complaints seriously. Raising a complaint will not affect the service you receive from us and there is no charge for making a complaint.
Where something has gone wrong, we want the opportunity to understand what happened and, where appropriate, put things right.
At Beyond, we strive to be the best we can, and as a business we believe that incremental gains over time make a huge difference and we welcome your feedback to help us with our Atomic Habits.
How to make a complaint
You can raise a complaint in whichever way is easiest for you.
You can:
- speak to your financial adviser or another member of the Beyond team;
- contact our Compliance team directly; or
- complete our online complaints form below.
Email: compliance@beyondadvice.co.uk
Post:
Compliance Team
Beyond Advice Group
9 Hoghton Street, Southport, PR9 0TE
If you need help making a complaint, or would prefer us to communicate with you in a particular way, please tell us. We will do what we reasonably can to support you.
MAKE A COMPLAINT FORM – click to jump to the online form
What happens when you complain?
We want our complaints process to be straightforward, fair and transparent.
1. We’ll acknowledge your complaint
We will let you know that we have received your complaint and explain what happens next.
Where we can resolve a straightforward complaint quickly, we will aim to do so.
2. We’ll investigate
Where further investigation is needed, your complaint will be reviewed fairly and impartially.
We may contact you if we need any additional information or want to make sure we have properly understood your concerns.
We will consider what happened, the information available to us and what we believe represents a fair outcome.
3. We’ll keep you informed
We will keep you reasonably informed about the progress of our investigation.
We want to resolve complaints as quickly as we reasonably can, but some matters can take longer to investigate properly.
4. We’ll give you our response
Once we have completed our investigation, we will explain our findings and the outcome to you.
For most complaints, we will provide our final response within eight weeks of receiving your complaint.
Our final response will explain whether we have accepted your complaint and, where appropriate, what we propose to do to put things right. If we do not agree with your complaint, we will explain the reasons for our decision.
If we are unable to provide our final response within eight weeks, we will write to explain why and tell you about your right to refer the matter to the Financial Ombudsman Service where applicable.
The Financial Ombudsman Service
If you are unhappy with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent service established to resolve disputes between eligible complainants and financial services businesses. It is free for consumers to use.
You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
You can find more information about the Financial Ombudsman Service, including how to refer a complaint, on its website:
We will also provide information about your Financial Ombudsman Service rights with our final response.
Make a complaint
We are sorry that you have had reason to visit this page.
Please give us as much or as little information as you feel able to below. You do not need to know whether something technically counts as a “complaint” – if you are unhappy or think something has gone wrong, tell us and we will take it from there.