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HomeComplaints

How to make a complaint

If you need to let us know about something that's gone wrong, please use the contact details below.

We pride ourselves on our service but recognise that sometimes things can go wrong. If we fall short of your expectations, please tell us so that we can try and resolve the situation.

You can contact us to raise any concerns using the following contact details:

Wrap and Fundzone

Email us

CustomerRelations@abrdn.com

Call us

0345 279 1001Opens in new window
Phone line hours:
Monday to Friday 09:00 - 17:00

Write to us

abrdn Client Servicing, Sunderland, SR43 4EE
We may monitor and/or record calls to protect you and us, and help with our training. Call charges will vary. There is no guarantee that any email you send will be received or will not have been tampered with. You should not send personal details by email.

Elevate

Email us

Elevatecomplaints@abrdn.com

Call us

0333 006 3522Opens in new window
Phone line hours
Monday to Friday 09:00 - 17:00

Write to us

abrdn, PO Box 6877, Basingstoke, RG24 4RT.

What you need to tell us

  • Your plan details
  • What's gone wrong
  • If applicable, any supporting evidence
  • What you want us to do to put things right

If it's not straightforward

If we’re unable to resolve your concerns quickly, we will:

  • Acknowledge your complaint promptly
  • Assign a dedicated complaint expert who will review your complaint
  • Carry out a thorough and impartial investigation
  • Keep you updated on progress
  • Do everything we can to resolve things as quickly as possible
  • Provide a written response within 8 weeks of receiving your complaint. This will inform you of the results of our investigation or explain why this isn’t possible.
If you are unhappy with our final response, we’ll give you details on how you can complain to the Financial Ombudsman Service (FOS). This independent dispute resolution scheme has been set up by the Financial Conduct Authority to settle complaints between consumers and businesses providing financial services. We will confirm your eligibility to refer your complaint to FOS in our response and will provide you with a copy of the FOS explanatory leaflet.

 

Financial Ombudsman Service

In Writing:
Exchange Tower, London, E14 9SR

By telephone:
 0800 023 4567

Online
 www.financial-ombudsman.org.uk

Email:
 complaint.info@financial-ombudsman.org.uk