We are committed to giving you a high standard of service and learning.

If you are unhappy in any way with our advice or service you have received from Premier we offer you a clear complaints handling procedure which we explain below. Our aim is to deal with complaints fairly, consistently and in a timely manner.

When We Receive Your Complaint

We will write to you promptly to let you know we have your complaint. If we can respond to your complaint at the same time we will, otherwise we will tell you how we intend to deal with it.

Resolving Your Complaint

We will look in to your complaint and, if we need more information from you to resolve it, we will write to you or phone you to explain what we need.

Once we have completed our investigation, we will write to let you know:

  • The outcome of the investigation
  • Where relevant, any offer of compensation the Company is prepared to make
  • If applicable, details of how you can refer your complaint to the Financial Ombudsman Service (FOS), if you are not satisfied with our decision.

If There is a Delay in Resolving Your Complaint

Our regulator, the Financial Conduct Authority, expects us to resolve most complaints within eight weeks. We are committed to achieving this and, where possible, resolving complaints even sooner.

If we do not have all the information we need to resolve it and need to collect this, or if there is a time delay for any other reason, we will write to you to let you know what is happening.

In the unlikely event your complaint takes longer than eight weeks to resolve, we will write to you at that time to explain why. We will also let you know whether and how you can refer to the FOS if you are unhappy with the delay. We will then keep in touch with you regularly until we have completed our investigation.