Complaints Policy

We always aim to provide a high standard of service. However, we understand that sometimes things can go wrong. If you are unhappy with any part of our service, we want to know about it so we can put things right.

Making a complaint will not affect your relationship with us, and there is no charge for raising a concern.

How to make a complaint

You can contact us using any of the following methods:

By phone
024 7632 2000

By email
admin@keyfs.com

In writing
Key Financial Services (Midlands) Limited
The Courtyard
Eliot Business Park
Nuneaton
CV10 7RJ

Please provide as much detail as possible, including your name, contact details, and a clear description of what you are unhappy about.

What happens next

We will acknowledge your complaint promptly, usually within a few working days.

We will then investigate the matter thoroughly and fairly. We aim to provide you with a final response within eight weeks of receiving your complaint.

Our response will explain our findings and, where appropriate, any steps we have taken or will take to resolve the issue.

If you are not satisfied with our response

If you are unhappy with our final response, or if eight weeks have passed and we have not provided one, you have the right to refer your complaint to the Financial Ombudsman Service. This service is free and independent.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123
Website: www.financial-ombudsman.org.uk

You must contact the Financial Ombudsman Service within six months of the date of our final response letter.

Our regulatory status

Key Financial Services (Midlands) Limited is an appointed representative of The Finance Planning Group Limited, which is authorised and regulated by the Financial Conduct Authority.

There are a number of categories of data including Identity Data, Contact Data, Financial Data, Special Category Data (specifically medical history) and Profile and Usage Data.