At Ablrate we are committed to providing you with excellent customer service and want you to be completely satisfied with the service you receive. If you are or have been dissatisfied with any of the services we have provided for you, please let us know so we can understand your concerns, investigate and respond.

Ablrate have in place an effective and transparent procedure for the reasonable and prompt handling of complaints.

How to complain

We aim to resolve your complaint quickly and efficiently. To help us to deal with your complaint, we will ask you for the following information:

• Your personal details, including your contact details
• A brief overview of your issue
• What you would like us to do to resolve it

You can choose how you want to complain to us, our staff are on hand to help by:

Telephone: +44 (0) 1491 410 400


Letter: The Hub, 14 Station Road, Henley-on-Thames, Oxon RG9 1AY.

What happens next?

If possible, we will aim to resolve your complaint within 3 working days of receiving it by coming to a satisfactory agreement and conclusion with you. We will send confirmation of this conclusion in our Complaint Summary Letter, we will regard the complaint as closed.

If we are unable to reach a conclusion by this date or the complaint needs further investigation, we will contact you within 5 days of receiving the complaint by sending you an Acknowledgement Letter.

Once we have sent you an Acknowledgment Letter, we will respond to your complaint fully within 8 weeks, keeping you updated throughout with our progress. Your complaint will be fully investigated, and we will write to you with our findings in a Final Response Letter.

Ablrate always seek to resolve complaints internally. However, if after making a complaint to us you are still unhappy and feel the issue has still not been fully considered or resolved to your satisfaction, you may refer your complaint to the Financial Ombudsman Service (“FOS”).

The FOS will review your compliant and our responses and in most cases will contact us with questions. We will respond in the time frames they give us until a final decision is made by the Ombudsman.

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