Complaints
We take all complaints seriously. Here’s how to raise a concern and what happens next.
How to Make a Complaint
How to Contact Us
If you wish to make a complaint, please contact us using any of the following methods:
Post: Protek Group Ltd, First Floor, Marlbridge House, Enterprise Way, Edenbridge, Kent, TN8 6HF
Phone: 0333 456 8030
Email: [email protected]
What Happens Next
We will acknowledge your complaint promptly and aim to resolve it as quickly as possible.
Within 8 weeks of receiving your complaint, we will send you either:
- A final response letter explaining our decision, or
- A letter explaining why we are not yet in a position to provide a final response and giving you an indication of when we expect to be able to do so
Financial Ombudsman Service (FOS)
If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
FCA Authorisation
Protek Group Ltd is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA registration number is 312976. You can verify this on the FCA register at register.fca.org.uk.
Need Help?
Our team is here to help. Contact us today and we’ll work to resolve your concern as quickly as possible.
