At Chelsea, we take customer satisfaction very seriously. We aim to provide an excellent level of service and welcome feedback – both positive and negative – about how we can improve. If you choose to make a formal complaint, we will treat it seriously and investigate it thoroughly.

This page sets out our complaint handling procedure.

How to contact us

You can contact us in writing, by telephone or by email:

Chelsea Financial Services
St James Hall
Moore Park Road
London
SW6 2JS

Email: info@chelseafs.co.uk
Telephone: 020 7384 7300

A member of our team, who is independent of the subject matter of your complaint, will investigate fully. A senior staff member will then review the outcome before we send you our response.

Timeframes:

• Five business days – we will acknowledge your complaint in writing. If the matter can be resolved within this time period, we will write with the results of our investigation within five business days.
• Four weeks – if your complaint has not yet been resolved, we will write to you with an update, explaining why we are not yet in a position to resolve the matter and when we expect to be able to do so.
• Eight weeks – we will send you our final response. In the unlikely event that we are still unable to resolve your complaint, we will explain why and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS). We will enclose the FOS leaflet at this stage (or earlier where appropriate).

If you are dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service. You must do so within six months of the date of our final response. We will provide you with details of how to do this with this final response but, for ease of reference, please find their details below:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service was set up by law to settle disputes between financial firms and their clients. They are completely independent and will review your case fairly and impartially, provided you have given Chelsea up to eight weeks to resolve your complaint.

We submit details of all complaints we receive to our regulator, the Financial Conduct Authority, twice a year. A senior staff member also carries out regular reviews of all complaints to identify improvements we can make to our service.

January 2025