Legal

Complaints Procedure

We take all complaints seriously and aim to resolve them quickly and fairly.

At Safe Haven Equity, we are committed to providing a high standard of service. If you feel we have fallen short of that standard in any way, we want to hear from you so we can put things right.

How to Make a Complaint

You can contact us using any of the following methods:

Please include your full name, contact details, and a clear description of your complaint so we can investigate it as quickly as possible.

What Happens Next

Once we receive your complaint, we will:

  1. Acknowledge your complaint within 3 working days of receiving it.
  2. Investigate your complaint fully and fairly, reviewing all relevant information.
  3. Send you our final response within 8 weeks of receiving your complaint, explaining our findings and any action we have taken or propose to take.

If You Are Not Satisfied

Safe Haven Equity is a lead generation and introducer service and is not regulated by the Financial Conduct Authority (FCA). If your complaint relates to financial advice you received from an equity release adviser we introduced you to, you should direct your complaint to that advising firm directly, as they are the regulated party responsible for any advice given.

If you remain dissatisfied with the response from the advising firm, you may be able to refer your complaint to the Financial Ombudsman Service (FOS):

Data-Related Complaints

If your complaint relates to how we have handled your personal data, you also have the right to complain to the Information Commissioner's Office (ICO):

Our Commitment to You

We treat every complaint seriously and aim to resolve issues promptly and fairly. All complaints are logged and reviewed to help us continually improve our service.