Our Complaints Procedure
Your happiness is important to us, so if you are unhappy with any aspect of our service, however big or small, please let us know.
To register a complaint, please contact us:
By email: complaints@agepartnership.com
By phone: 0113 897 0330
In writing:
The Compliance Officer,
Age Partnership Ltd,
2200 Century Way, Thorpe Park,
Leeds,
LS15 8ZB
Step 1
If at all possible, we will seek to resolve any complaint within three business days of receipt and write to you to confirm this.
Step 2
If it's not possible to resolve your complaint, we will send a written acknowledgement within five business days of reciept, together with detail of our complaint handling procedure.
We will investigate your concerns and keep you informed about progress and the steps being taken to resolve the matter.
Step 3
We will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
Step 4
If more than eight weeks from the date of your complaint have passed, and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
The Financial Ombudsman Service (FOS)
Exchange Tower,
London,
E14 9SR www.financial-ombudsman.org.uk*
*You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Download our complaints procedure here