Complaints Policy


Our aim is to deliver excellent customer service to you at all times, however if you have experienced poor service, we would like you to tell us so that we can deal with your concerns as soon as possible.

If there is an aspect of our service you are unsatisfied with please email, talk to us on 0333 003 1813 or you can write to us at: Advance Platform Ltd, No1 Bath Quays, 1 Foundry Lane, Bath BA2 3GZ.

We will communicate to you acknowledging your complaint within 5 business days. This will include the name and contact details of the independent and impartial person dealing with your complaint. We will keep you informed of the progress of your complaint as appropriate. Once we have reached a decision, we will issue you with our Final Response, explaining the outcome and how that decision was reached.

We endeavour to resolve your complaint as soon as possible however for more complex issues and products it’s possible that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision. We will keep you updated with progress.

Our regulator, the Financial Conduct Authority (FCA), provides us with up to 8 weeks to resolve a complaint. In the event we are unable to achieve this timeframe, we will inform you and tell you why. We will also provide you with information on your rights, including the right to refer your complaint to the Financial Ombudsman Service.

We hope you are satisfied with the outcome of your complaint, however, if our response does not meet your satisfaction you have the right to refer this complaint to the Financial Ombudsman Service (FOS) free of charge.

The Financial Ombudsman Service can be contacted at or by phone 0800 023 4567 or 0300 123 9123.

Or by writing to
The Financial Ombudsman Service
Exchange Tower,
E14 9SR

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