Complaints Procedure

How to raise a concern and what to expect when you do.

Our Commitment

At Bright Box Financial Services, we are committed to providing a high standard of service. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right.

We treat all complaints seriously and aim to resolve them as quickly and fairly as possible.

How to Make a Complaint

You can contact us in any of the following ways:

When making a complaint, it helps if you can include:

  • Your full name and contact details
  • A description of your complaint and what went wrong
  • When the issue occurred
  • What you would like us to do to resolve it

What Happens Next

Once we receive your complaint, we will follow this process:

  1. Acknowledgement — We will acknowledge your complaint promptly, normally within 3 business days, confirming we have received it and who will be handling it.
  2. Investigation — We will look into your complaint thoroughly and fairly. We may contact you to discuss the matter further or to request additional information.
  3. Resolution — We will aim to resolve your complaint as quickly as possible. If we can resolve it within 3 business days of receiving it, we will send you a summary resolution.
  4. Final response — If the complaint requires further investigation, we will send you a final response letter within 8 weeks of receiving your complaint. This letter will explain our findings, whether we uphold your complaint, and any action we propose to take.

If You Are Not Satisfied

If you are not happy with our final response, or if 8 weeks have passed and you have not received a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that resolves disputes between consumers and financial services firms.

You must contact the Financial Ombudsman within 6 months of receiving our final response letter.

Using the Financial Ombudsman Service does not affect your legal rights.

Financial Services Compensation Scheme

Bright Box Financial Services Ltd is covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation from the FSCS. For further information, visit fscs.org.uk.

Our Regulatory Details

  • Firm: Bright Box Financial Services Ltd
  • Company number: 11025107 (registered in England & Wales)
  • FCA reference: 823508
  • Registered office: 101 New Cavendish Street, London, W1W 6XH