Complaints handling

Best Practice IFA Group Limited, Bright Square Limited, Evolution Wealth Limited and Fusion Wealth Limited are all part of the Benchmark Capital group and are regulated by the Financial Conduct Authority. We aim to provide an excellent service to all our customers. However, we know that on occasion things can go wrong. So, if you’re unhappy with the service provided by us, or one of our Appointed Representatives and wish to complain, please let us know.

How to make a Complaint

You can contact us in writing (post or email) or by telephone. Our contact details are:

Complaints Manager

Benchmark Capital

Broadlands Business Campus

Langhurst Wood Road

Horsham

West Sussex

RH12 4QP

Tel: 01403 334455

Email: complaints@benchmarkcapital.co.uk

How we will handle your complaint

• We will promptly acknowledge receipt of your complaint in writing.
• Your complaint will be impartially and thoroughly investigated by us.
• We will keep you updated on the progress of our investigation.
• We will provide you with a letter detailing the outcome of our investigations within eight weeks. If we can’t do this, we will tell you why this hasn’t been possible, and explain the next steps that you can take.

Financial Ombudsman Service

If you remain unhappy with the decision you may have a right to refer your complaint to the Financial Ombudsman Service. You can also refer your complaint if it has not been resolved within eight weeks.

Their contact details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel:0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk