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Complaints Policy

Last Updated: September 2026

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Our Commitment

 

At The Paraplanning Collective, we are committed to providing a high standard of service to all clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and resolve the matter promptly and fairly.

 

How to Make a Complaint

 

Complaints may be submitted:

  • By email

  • By post

  • By telephone

 

Please provide:

  • Your name and contact details

  • Details of the complaint

  • Any relevant supporting information

  • How you would like the matter resolved

 

Our Complaints Process

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Step 1 - Acknowledgement

We will acknowledge receipt of your complaint within five business days.

 

Step 2 - Investigation

Your complaint will be investigated by an appropriate individual who has not been directly involved in the matter where possible.

We will review:

  • Relevant correspondence

  • Documentation

  • Internal records

  • Information provided by you

 

Step 3 - Response

We aim to provide a full written response within four weeks of receiving your complaint.

If we require more time due to the complexity of the matter, we will keep you informed of progress and provide an updated timescale.

 

Step 4 - Resolution

Where appropriate, we will:

  • Explain what happened

  • Apologise where service has fallen below expected standards

  • Put matters right where possible

  • Identify improvements to prevent recurrence

 

If You Remain Dissatisfied

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As The Paraplanning Collective provides outsourced paraplanning and administrative services and is not responsible for regulated financial advice provided by adviser firms, complaints relating to regulated financial advice should be directed to the relevant financial advisory firm.

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If your complaint relates to our service and remains unresolved after our final response, we will review any additional information you provide and seek to reach a fair resolution.

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Continuous Improvement

We record and monitor complaints to help improve our services, processes and client experience.

 

Contact Details

For complaints, please contact:

The Paraplanning Collective

Email: contact@paraplanningcollective.co.uk

Telephone: 0203 648 1912

Address: 19 Montpelier Avenue, Bexley, Kent, DA5 3AP

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