Complaints / Dispute Resolution

Although we always aim to provide you with the very highest standards of service, there may be occasions when our service or advice does not meet your expectations.

Our guide to our Customer-Disputes-Resolution-Process is intended to provide you with a clear process to follow should you feel the need to complain.

The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS), and gives us the opportunity to address any concerns you may have and put matters right for you as swiftly as possible. This in turn helps us to improve our service for all of our clients.

It is preferable that your complaint is initially put in writing and sent to us at:

Complaints Manager
Mercier Allen & Associates Limited
43-44 Carfax
West Sussex
RH12 1EQ

Mercier Allen & Associates Limited is an appointed representative of In Partnership the trading name of The On-Line Partnership Limited which is authorised and regulated by the Financial Conduct Authority.

If you prefer, you can make your complaint directly to the Compliance Officer of In Partnership at:

Compliance Officer
In Partnership
On-Line House
50-56 North Street
West Sussex
RH12 1RD

Telephone: 01403 214 200

Should you be dissatisfied by the findings of the Compliance Officer, you may subsequently submit your complaint to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Towers
E14 9SR

Telephone: 0800 0 234 567

For full details on our complaints procedure please click on the following link for our Customer-Disputes-Resolution-Process.