Portafina Complaints

We professionally advise thousands of customers every year and, whilst we will always advise you in what we believe to be your best interests, it is unfortunately a fact of life that we may get it wrong occasionally.

The good news is that you have a wealth of protection should this happen; this is one of the key benefits of paying for regulated advice.

Not only can you come to us directly if you have a problem (and this should always be your starting point), you can also go to the Financial Ombudsman (who will make a judgement on whether we should compensate you for anything, should you be dissatisfied with our response). And, if anything should happen to us, you also the have ultimate protection of the Financial Services Compensation Scheme.

Complaining to us directly

Should you have any concerns about the advice we have given you then the first thing you should do is contact us directly to let us know. We will listen carefully to your concerns and will investigate them for you before deciding what our best course of action to help would be.

We understand that we are not perfect, even if we try hard to be, and if we have made a mistake then we will make every effort to put things right for you.

To complain to us directly please call us on 01634 930600. We are open 8am to 8pm Monday to Friday.

Alternatively you can write to us at:

Portafina
Affinity House
Beaufort Court
Sir Thomas Longley Road
Rochester
Kent
ME2 4FD

The Financial Ombudsman Service (FOS)

If you have complained to us directly and are not satisfied with our response and would like to take it further, then your next step is to contact the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service on 0800 023 4567 and they are open 8am to 8pm Monday to Friday, and 9am to 1pm on Saturdays.

Claims Management Companies

Please, whatever you do, do not waste your money on a claims management company or “solicitor” to contact the Ombudsman for you.

All they will do is ask you the same questions that the Ombudsman will, and then pass your responses straight to the Ombudsman – and they will charge you a huge fee for doing it.

The Financial Ombudsman Service itself is totally free.

If you have been contacted by a Claims Management Company then we strongly advise you to contact us before signing anything. Should you be dissatisfied with our response we can talk you through how to complain through the Ombudsman yourself
You can call us on 01634 930600. We are open 8am to 8pm Monday to Friday.

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