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approval .co.uk

Complaints Procedure

Last updated: March 2026

1. Complaints About approval.co.uk

If you are dissatisfied with any aspect of the approval.co.uk service, including the accuracy of information displayed, how we have handled your personal data, or any other matter relating to our website, we want to hear from you.

How to Complain

Please email your complaint to complaints@approval.co.uk, including:

  • Your name and contact details
  • A clear description of your complaint
  • Any relevant details, such as the adviser listing or page in question
  • What outcome you are seeking

What to Expect

  • We will acknowledge your complaint within 2 working days.
  • We aim to provide a full response within 10 working days.
  • If we need more time to investigate, we will let you know and keep you updated on progress.

2. Complaints About a Financial Adviser

approval.co.uk is not responsible for the advice, services, or conduct of any financial adviser or firm listed on our directory. If you have a complaint about a financial adviser, you should follow the steps below.

Step 1: Contact the Adviser or Firm Directly

All FCA-authorised firms are required to have a formal complaints procedure. Contact the adviser's firm directly in the first instance. You can usually find their complaints procedure on their website or by asking them directly. The firm must acknowledge your complaint promptly and provide a final response within 8 weeks.

Step 2: Escalate to the Financial Ombudsman Service (FOS)

If you are not satisfied with the firm's response, or if they have not responded within 8 weeks, you can escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

You can contact the FOS:

You must usually refer your complaint to the FOS within 6 months of receiving the firm's final response.

3. Financial Services Compensation Scheme (FSCS)

When you receive advice from an FCA-authorised adviser, you are protected by the Financial Ombudsman Service (FOS) up to a maximum of £430,000 if you receive unsuitable advice, and by the Financial Services Compensation Scheme (FSCS) if the firm goes out of business (limits may vary by product type). These protections apply by law when using any FCA-authorised adviser, regardless of how you found them.

For more information about the FSCS:

4. Data Protection Complaints

If your complaint relates to how we have handled your personal data, please refer to our Privacy Notice for details of your rights and how to exercise them.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

  • Website: ico.org.uk
  • Telephone: 0303 123 1113
  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

5. Contact

For any questions about this complaints procedure, please contact us at complaints@approval.co.uk.