Making a complaint
We understand that sometimes things can go wrong. You’re important to us, so if you have reason to complain about our financial planning and advice service, please let us know. We’ll try to resolve your complaint quickly in a professional and helpful way.
The following contact details are for financial planning clients who wish to make a complaint
By phone
Call the financial planning team on 0345 646 2383
Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.
By post
Write to the financial planning team at:
Abrdn Financial Planning & Advice Ltd
P O Box 27214
GLASGOW
G2 9NU
By email
Email us at financialplanningcomplaints@aberdeenplc.com
How we’ll deal with your complaint
We’ll always try to resolve your complaint as quickly as possible, keeping you informed of our progress. The time this takes will depend on how complex your complaint is and how much investigation we have to do.
We will:
- acknowledge your complaint promptly
- provide you with contact information and allocate someone to investigate your complaint who was not directly involved previously
- fully investigate your complaint and send you a detailed reply about our findings, explaining the reasons behind our decision and what action we’ll take to put things right, if appropriate
- update you every four weeks until the investigation is complete
What to do if you're not happy with the outcome
If you’re not satisfied with the result of your complaint, you may have the right to complain to the Financial Ombudsman Service (FOS) free of charge, within six months of receiving our reply.
You can refer your complaint to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
www.financial-ombudsman.org.uk
In some circumstances, the FOS may pass your complaint to The Pensions Ombudsman (TPO). You also have the right to refer your complaint to TPO free of charge at:
The Pensions Ombudsman
10 South Colonnade
Canary Wharf
E14 4PU
Phone: 0800 917 4487