Make a Complaint

We're sorry you're unhappy. If something has gone wrong, or you're unhappy with something we've done, tell us. We'll do everything we can to put things right at the first opportunity.

This page covers ADVICIFAS Pro and ADVICIFAS Pro Kit. If you're a Client Portal client, see making a complaint in the Client Portal.

How to make a complaint

Email is the fastest way. Send your complaint to complaints@advicifas.org.

Or you can write to us:

Complaints
ADVICIFAS
124 City Road
London
EC1V 2NX

What to include

We want to understand exactly what's gone wrong, so the right person handles your complaint and can put it right as soon as possible. Please include:

• your name and the email address on your account
• your Membership ID, shown on your case page in Pro and in your account in Pro Kit
• what went wrong, when it happened and how it has affected you
• the best way and time to contact you, in case we need to talk it through or need more information

What happens next

1. We'll acknowledge your complaint within 5 working days and give you a reference. Quote it whenever you contact us about your complaint.
2. We'll investigate. If we need more information, we'll contact you using the details you gave us.
3. We'll keep you updated, so you know when to expect to hear from us.
4. We'll send our full response within 8 weeks of receiving your complaint, sooner wherever we can. It explains what we found, how we reached our decision and what we'll do to put things right.

Already made a complaint?

To ask for an update or send us more information, reply to our email about it, or email complaints@advicifas.org quoting your complaint reference.

Payments and refunds

• A payment taken in error, such as a duplicate charge, a charge after you cancelled or the wrong amount: you don't need to complain. Email contact@advicifas.org quoting your Membership ID, and we'll refund it within 14 days of agreeing it was taken in error.
• A refund for any other reason: email contact@advicifas.org quoting your Membership ID and telling us what you're asking for and why. We'll respond within 14 working days. A refund request only because you're unhappy with the service is handled as a complaint, so send it to complaints@advicifas.org.
• Any other problem with a payment: tell us first at complaints@advicifas.org and we'll resolve it with you directly wherever we can. Raising a chargeback or other dispute with your card issuer permanently suspends your account, whatever the outcome (Condition 4.13 of our Terms of Service).

If we suspend or close your account

We'll tell you why, unless the law prevents us. You can challenge the decision by emailing complaints@advicifas.org, and someone who wasn't involved in the original decision will review it.

A provider in the Pro Kit directory

Complaints about a provider listed in the Pro Kit directory should go to that provider. We aren't a party to your relationship with them, so we can't resolve a complaint about their conduct or their products.

Using a solicitor or someone else

You can ask someone else to complain for you, such as a solicitor, a claims management company or a financial adviser. We'll look into it in exactly the same way. It may help to know that:

• we don't charge to investigate your complaint
• we aren't liable for any fees a third party charges you to handle it
• if we pay you anything to resolve your complaint, we'll pay it to you directly

If you're not happy with our response

Tell us by replying to our response or emailing complaints@advicifas.org, and we'll look at it again.

We aren't covered by the Financial Ombudsman Service for ADVICIFAS Pro or ADVICIFAS Pro Kit, and we aren't a member of an alternative dispute resolution scheme. If we can't resolve your complaint, you can take the matter to court.

If your complaint is about your personal data, you can complain to the Information Commissioner's Office at ico.org.uk  at any time, whether or not you've complained to us first.

Help making a complaint

If you need help making a complaint, or would like our letters in large print, braille or audio, tell us when you contact us and we'll arrange it.