COMPLAINTS

Our Commitment

At YCM, we are committed to providing a high standard of service to our Appointed Representatives and their customers. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate your concerns and work towards a fair resolution.

We take all complaints seriously and handle them promptly, fairly, and in accordance with the Financial Conduct Authority (FCA) complaint handling requirements.

How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

To help us investigate your complaint as quickly as possible, please provide:

• Your name and contact details

• Details of your complaint

• Any relevant policy, claim, or reference numbers

• Copies of any supporting documentation

What Happens Next?

Once we receive your complaint, we will:

• Acknowledge receipt of your complaint promptly

• Investigate the matter thoroughly and impartially

• Keep you informed of our progress

• Provide a final response outlining the outcome of our investigation

We aim to resolve complaints as quickly as possible and will keep you updated throughout the process.

Financial Ombudsman Service

If you are an eligible complainant and are not satisfied with our final response, or if eight weeks have passed since your complaint was made and it remains unresolved, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service provides a free and independent service for resolving disputes between consumers and financial services firms.

You can contact FOS using the various methods below and we have provided a brief guide to their service http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html and a link to their website here.

By phone

Monday to Friday – 8am to 8pm and Saturday – 9am to 1pm

0800 023 4567 (calls to this number are now free on mobile phones and landlines)

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

or from abroad on +44 20 7964 0500

By post

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom

Our Approach

We view complaints as an opportunity to improve our services and strengthen the support we provide. Your feedback helps us maintain the high standards of service, governance, and regulatory compliance that our clients expect.

07889 321458