Complaints Procedure

Our Commitment

At Remigo, we strive to provide an excellent service to all our clients. However, if you are unhappy with any aspect of our service, we want to know about it so we can put things right. We take all complaints seriously and will deal with them promptly and fairly.

How to Complain

You can make a complaint by contacting us in any of the following ways:

• Email: hello@remigo.co.uk
• Phone: 0330 024 2828
• Post: Complaints Department, Remigo, Garfield House, 165–167 High Street, Rayleigh, Essex SS6 7QA

Please provide as much detail as possible, including:

• Your full name and contact details
• Your case or reference number (if applicable)
• A clear description of your complaint
• What outcome you are seeking
• Any supporting documents or correspondence

What Happens Next

Acknowledgement

We will acknowledge your complaint promptly and within 5 business days of receiving it. We will let you know who is handling your complaint and how to contact them.

Investigation

We will investigate your complaint thoroughly and fairly. We may need to contact you for additional information during our investigation.

Resolution

We aim to resolve complaints as quickly as possible. We will send you a final response within 8 weeks of receiving your complaint. If we are unable to respond within this timeframe, we will write to you explaining why and telling you when you can expect a response.

If You're Not Satisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial services firms.

You must refer your complaint to FOS within 6 months of receiving our final response.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you may be entitled to compensation from the FSCS. For further information, visit www.fscs.org.uk or call 0800 678 1100.

Regulatory Information

Remigo is a trading style of Kris Perryman (FCA Reg: 1050238), who is an Appointed Representative of New Leaf Distribution Ltd (FCA Reg: 460421), authorised and regulated by the Financial Conduct Authority. You can verify our registration on the FCA Register.