Our complaints process

We do our best to resolve any client issues

As a client of Bibby Financial Services, you deserve the highest standard from us. Most of the time we achieve this, but sometimes things can go wrong.

You have a right to make a complaint if our service doesn't meet your expectations. If you are unhappy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our step-by-step complaints process is designed to be quick, simple and fair.

We appreciate feedback on all aspects of our service. Please contact us to leave your suggestions for improvement.

Complaint escalation

Step 2: An escalation process is in place if you are not satisfied with the way that your complaint has been managed. We aim to resolve complaints within 48 working hours. However, if this is not possible it will be passed to a senior manager who will investigate further and aim to provide a solution within a further 48 working hours. If your complaint is not resolved to your satisfaction, it will be escalated to a senior director, who will contact you to discuss your concerns and provide a mutually agreeable solution within 5 working days.

Client Feedback

Step 3: If you are happy with the way we managed your complaint, any feedback you may have will help us in the future. You can leave your suggestions for improvement here.