Legal

Complaints Procedure

Last updated: 31 August 2026

Our commitment

We aim to provide every client with a high standard of service. If something has gone wrong, we want to hear about it, put it right quickly and learn from it. Making a complaint is free, and it will never affect how we treat you.

How to make a complaint

You can complain in whichever way suits you best:

  • By email: hello@matchfp.co.uk
  • By phone: 01296 621122
  • In writing: The Compliance Director, Match Financial Partners Ltd, Beechwood Cottage, Beechwood Lane, Wendover, Aylesbury, HP22 5QL

To help us investigate quickly, please include your name and contact details, what your complaint is about, and how you would like it resolved.

What happens next

  • If we can resolve your complaint within three business days, we will confirm the outcome to you in writing.
  • Otherwise, we will acknowledge your complaint promptly in writing, tell you who is handling it, and investigate it competently, diligently and impartially.
  • We will keep you informed of our progress and send you our final response as soon as we can - and in any event within eight weeks of receiving your complaint. If we cannot respond fully within eight weeks, we will write to explain why and tell you when to expect our response.

The Financial Ombudsman Service

If you are not satisfied with our final response, or more than eight weeks have passed since you complained, you may be able to refer your complaint to the Financial Ombudsman Service. It is a free, independent service for settling disputes between consumers and financial services firms. You must normally refer your complaint within six months of the date of our final response.

A copy of the Financial Ombudsman Service's explanatory leaflet is available on request, and we will send it to you with our final response.

Complaints about your personal data

If your complaint is about how we have handled your personal information, please see our privacy policy. You can also raise data protection concerns with the Information Commissioner's Office at ico.org.uk.