Making a complaint

If you are unhappy with our products or service, please contact us as soon as possible.

You can make a complaint to us in writing or verbally at any time. Please contact us using the following details:

Benefact Group
Benefact House
2000 Pioneer Avenue
Gloucester Business Park
Tel: 0345 777 3322
Fax: 0345 604 4486

How we handle complaints

We will aim to resolve your complaint within one business day. For more complex issues, we may need a little longer to investigate and we may ask you for further information to help us reach a decision.
To resolve your complaint we will:

  • Investigate your complaint diligently and impartially within Benefact Group.
  • Keep you informed of the progress of the investigation.
  • Respond in writing to your complaint as soon as possible.

If you are not satisfied with our response, or if we have not completed our investigation within eight weeks, we will inform you of your right to take the complaint to:-

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 0 234 567

This complaints handling procedure does not affect your right to take legal proceedings.