Our online complaint form – for complaints from professional representatives

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This form is to be used by professional representatives only. Please use this form to tell us about your customer's complaint – so we can help resolve it. As you have agreed to make this complaint on someone else's behalf, you will need to upload a signed declaration form for each complainant.

Details of the person bringing the complaint (your customer)

Please provide signature for all complainants on the declaration form

If complaining on behalf of a business

If complaining on behalf of a charity or trust

The business being complained about

You will usually find this on communication from the business, such as letters or emails. Please type it here exactly as it shows on their communications

What's happened so far?

We can only look into complaints where a final response letter has been received from the business being complained about. Or where the business hasn't responded within our stated time limits. We will not accept any complaints from professional representatives which do not meet this criteria.

If it has been longer than six months since a final response was received from the business, you are likely out of time to refer the complaint to our service, unless this was as a result of exceptional circumstances. See our time limits page for more information.

The Complaint

Please complete the additional questions relating to irresponsible or unaffordable lending and upload with your support files for this complaint.

Please complete the additional questions relating to disputed transactions and upload with your support files for this complaint.

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Upload your support files

You will need to upload a signed declaration form covering every complainant on this complaint. We will not be able to accept a complaint without this. Here is a link to our declaration form.

  • Signed complainant declaration
  • A copy of the key facts document (sometimes called a key features document). This shows us the type of pension the complainant has
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the policy schedule. This shows who is covered by the insurance and the kind of cover the complainant has have
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the credit or finance agreement
  • Bank Statement – which shows evidence of the customers income
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the complainant’s mortgage offer(s) if applicable to the complaint
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • Any screenshots of the transaction or payment being complained about
  • If the business hasn't responded to the complaint in the time allowed, please upload a recent letter or bank statement which shows who the account holders are
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 15 days ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the complainant’s investment certificate if applicable to the complaint
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the credit or loan agreement
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • A copy of the credit or loan agreement
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • If the business hasn't responded to the complaint in the time allowed, a recent letter or bank statement which shows who the account holders are
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case
  • Signed complainant declaration
  • Final Response Letter from the business, or evidence of an email or letter to show a complaint has been made to the business more than 8 weeks ago
  • Policy documents (if applicable)
  • Finance agreement (if applicable)
  • Grant of Probate (if the complainant has passed away)
  • Power of Attorney (if applicable)
  • Any other documented evidence the complainant can provide which you feel is relevant to the case Any other documented evidence you can provide which you feel is relevant to your case

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