Complaints Policy

At Pure Financial Solutions Limited, we are committed to providing the highest standard of service. However, we recognise that sometimes things can go wrong. If you are unhappy with any aspect of our service, please let us know so that we can put things right and improve for the future.

1. How to make a complaint

You can make a complaint to us in any of the following ways:

  • By email: info@purefininsurance.co.uk
  • By phone: 01872 211210
  • By post: Complaints Department, Pure Financial Solutions Limited, Redruth House, Cornwall Business Park West, Scorrier, Redruth, TR16 5EZ

Please provide as much information as possible, including your name, contact details, details of your complaint, and any supporting documents.

2. What happens next

  • We will acknowledge your complaint in writing within 5 business days of receipt.
  • We will investigate your complaint fairly and promptly.
  • We may contact you if we need more information to help us resolve the matter.
  • We will keep you informed of progress and aim to send you a final response within 8 weeks of receiving your complaint.

If we cannot provide our final response within 8 weeks, we will explain why and let you know when you can expect it.

3. Our final response

Our final response will:

  • Summarise your complaint and our investigation
  • Explain our decision and, where appropriate, the action we will take to put things right
  • Inform you of your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied

4. If you are not satisfied

If you are not happy with our final response, or if 8 weeks have passed since you first complained and you have not received our final response, you may refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free, independent service for settling disputes between financial services firms and their customers.

Contact details:

You must contact the FOS within 6 months of our final response.

5. Record keeping

All complaints are logged and recorded in line with our regulatory obligations. Records are retained for at least 3 years and are regularly reviewed to identify trends and opportunities for improving our service.

6. Commitment to improvement

We treat every complaint as an opportunity to learn and improve. Your feedback helps us maintain high standards and deliver the best possible outcomes for our customers.