How to Make a Complaint

FSS Wealth & Pensions Ltd is authorised and regulated by the Financial Conduct Authority (‘FCA’), FCA No: 844153.

 If you are unhappy with any part of our service, you should contact us so that we can investigate and put things right.

This document explains how you can make a complaint to us. It also provides a summary of our complaints handling process. 

How to complain

If you are unhappy with our service, you can contact us via the following routes: 
  • In writing: FSS Wealth & Pensions Ltd, Financial Services Scotland House, 1 Glebe Street, Stevenston, Ayrshire, KA20 3EN
  • By telephone: 01294 539 267
  • By email:

To help us investigate your complaint, it would be helpful if you provide the following information: 

  • your name, address and contact details;
  • an explanation of why you are unhappy;
  • the name of the person connected to your complaint;
  • the product/service you are unhappy with;
  • how you would like us to contact you in respect of your complaint

We will acknowledge we have received your complaint when we receive it.

How we will investigate your complaint

The FCA rules require us to investigate complaints fairly and impartially.

Where possible, we will endeavour to consider your complaint and respond with our comments by the close of the third working day after we received your complaint.

Where we can’t resolve your complaint within three working days, we will contact you to confirm that your complaint is taking longer to investigate.

We will usually complete our investigations within eight weeks. When we have finished our investigation, we will contact you to explain the outcome. Our letter will also explain your right to refer your case to the Financial Ombudsman Service if you are not satisfied with the outcome.

In the unlikely event that our investigation is not completed within eight weeks, we will contact you to explain why and let you know when you can expect to hear from us. We will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with our progress.

Provided you confirm that you are happy with our response, we will send a letter to you to confirm that your complaint has been closed.

You can contact the Financial Ombudsman Service if you are still unhappy.

Financial Ombudsman Service

You have a statutory right to refer your complaint, free of charge, to the Financial Ombudsman Service if you are unhappy with our decision or if we take longer than eight weeks to provide a final response. 

You may refer the matter to the Financial Ombudsman Service within six months from the date of the final response letter. Should you not do this, it could be argued that the Financial Ombudsman Service should not look at your complaint. 

Or if you wish to visit the Financial Ombudsman Service’s website

Better customer outcomes

We conduct root cause analysis, and our aim is simple and clear – to provide better customer outcomes, to improve the customer experience and processes within our business. 

It is important we learn from any complaints we receive for us to maintain our high standards for both customer service and advice. We use any and all complaint data to evolve our processes and procedures which ensures we share lessons learned within our business.