Propillo is committed to providing services of the highest standards. Getting in touch with us if you are not satisfied with the service or content on our site allows us the ability to put things right and also improve processes for other visitors.
Please follow our complaints procedure below so that we can pass your complaint to the right person and resolve things as quickly as possible:
Contact us via email
Email your compliant to us at [email protected]
Contact us via post
Write to us at our head office address
The Union Building,
51-59 Rose Lane
Norwich, England, NR1 1BY
Contact us via phone
01277 621 180
Please provide us with the following:
- Your name, address, and phone number
- A concise description of the complaint (with details of the people / procedure in question)
- A description of how you would like us to put things right
We’ll always do our best to handle your complaint immediately however it can often take time to investigate, we will aim to respond to your complaint in writing (email if appropriate) within 5 working days of receipt. We then aim to fully resolve complaints within 4 weeks but if things take longer we will contact you to explain with an idea of when we will be able to get things resolved.
If you email we will reply via email, however we may also contact you by phone or post where necessary and appropriate.
If your complaint is about an advisor
Propillo accepts no responsibility for advice or services provided by any third parties, but if you have a compliant about one of the brokers we pass you to, we of course want to know about it! We take these complaints seriously as we want to ensure our visitors are treated fairly by third parties we recommend, however we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with directly by them, or with the regulator and financial ombudsman.
Where the products are FCA regulated
You can ask The Financial Ombudsman Service to review your complaint – they handle disputes with financial firms, but will only deal with your complaint once you have tried and failed to resolve the issue direct with the brokerage in question.
How to contact the Financial Ombudsman Service
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0800 023 4 567 or 0300 123 9 123 from a mobile
Where complaints are relating to a non-regulated product, there are no other official avenues than direct with the brokerage or via Trading Standards.