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Complaints Procedure



At Red IFA, we aim to provide high‑quality, regulated financial advice and excellent client service. If you are unhappy with any aspect of our service, we want to know so we can put things right.
This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what your rights are under the Financial Conduct Authority (FCA) rules.

1. How to Make a Complaint

You can make a complaint using any of the following methods:

By Email

info@redifa.co.uk

By Telephone

0115 9796959

By Post

Red IFA, Unit G3, Ashtree Court, Mellors Way, Nottingham, NG8 6PY/div>
Please provide as much detail as possible, including:
  • Your name
  • How we can contact you
  • What your complaint relates to
  • Any relevant dates or documents
This helps us investigate quickly and thoroughly.

2. How We Handle Your Complaint

We follow the FCA’s Dispute Resolution (DISP) rules.

Acknowledgement

We will acknowledge your complaint within 5 business days.

Investigation

We will carry out a fair, thorough and impartial investigation. This may include:
  • Reviewing your client file
  • Speaking with advisers or staff
  • Checking suitability reports or recommendations
  • Examining relevant communications
  • Assessing regulatory obligations

Final Response

We aim to provide a Final Response within 8 weeks.
Our Final Response will include:
  • A summary of your complaint
  • The outcome of our investigation
  • Our decision
  • Any proposed resolution or remedial action
  • Your right to refer the matter to the Financial Ombudsman Service (FOS)
If we cannot issue a Final Response within 8 weeks, we will write to you explaining:
  • Why there is a delay
  • When you can expect a Final Response
  • Your right to refer the complaint to FOS immediately

3. If You Are Not Satisfied

If you are unhappy with our Final Response — or if 8 weeks have passed and you have not received one — you may refer your complaint to:

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent body that settles disputes between consumers and financial firms.
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You must refer your complaint to FOS within 6 months of receiving our Final Response.

4. Your Right to Free, Independent Resolution

The Financial Ombudsman Service is free to use, independent, impartial and authorised by Parliament. You do not need legal representation to use FOS.

5. Complaints About Data Protection

If your complaint relates to how we handle your personal data, you may also contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.
However, we encourage you to contact us first so we can resolve the issue promptly.

6. Vulnerable Clients

We take additional care when handling complaints from clients who may be vulnerable due to health, disability, financial hardship, life events or reduced capacity. If you need extra support, please let us know.

7. Continuous Improvement

We review all complaints to identify service improvements, training needs, process enhancements and regulatory risks. Your feedback helps us improve our service.

8. Contact Us

If you wish to make a complaint or discuss any concerns, please contact using the details below on the footer.