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Have a question? Please feel free to send us an email at team@propillo.com or even give us a call at 01277 621 180

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Complaints Procedure

Propillo is committed to providing services of the highest standards. Getting in touch with us if you are not satisfied with the service or content on our site allows us the ability to put things right and also improve processes for other visitors.

Please follow our complaints procedure below so that we can pass your complaint to the right person and resolve things as quickly as possible:

Contact us via email

Email your compliant to us at team@propillo.com

Contact us via post

Write to us at our head office address

Complaints
Propillo
The Union Building,
51-59 Rose Lane
Norwich, England, NR1 1BY

Contact us via phone

01277 621 180

Please provide us with the following:

  • Your name, address, and phone number
  • A concise description of the complaint (with details of the people / procedure in question)
  • A description of how you would like us to put things right

We’ll always do our best to handle your complaint immediately however it can often take time to investigate, we will aim to respond to your complaint in writing (email if appropriate) within 5 working days of receipt. We then aim to fully resolve complaints within 4 weeks but if things take longer we will contact you to explain with an idea of when we will be able to get things resolved.

If you email we will reply via email, however we may also contact you by phone or post where necessary and appropriate.

If your complaint is about an advisor

Propillo accepts no responsibility for advice or services provided by any third parties, but if you have a compliant about one of the brokers we pass you to, we of course want to know about it! We take these complaints seriously as we want to ensure our visitors are treated fairly by third parties we recommend, however we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with directly by them, or with the regulator and financial ombudsman.

Where the products are FCA regulated

You can ask The Financial Ombudsman Service to review your complaint – they handle disputes with financial firms, but will only deal with your complaint once you have tried and failed to resolve the issue direct with the brokerage in question.

How to contact the Financial Ombudsman Service

By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Phone: 0800 023 4 567 or 0300 123 9 123 from a mobile
Website: www.financial-ombudsman.org.uk

Other products

Where complaints are relating to a non-regulated product, there are no other official avenues than direct with the brokerage or via Trading Standards.