Complaints

How to complain

Write to us at james.poole@agileriskpartners.com, marked “Complaint”, or to Agile Risk Partners Limited, 63 St Mary Axe, London EC3A 8AA. Please tell us what happened, when, and what you would like us to do.

What happens next

• We will acknowledge your complaint promptly and within five working days.
• We will investigate and aim to resolve it as quickly as possible.
• If the investigation will take longer, we will contact you within ten working days with an update and an expected date for our response.
• We will send you our final response in writing, setting out our decision and the reasons for it.

If you remain unhappy

If you are an eligible complainant and we have not resolved your complaint within eight weeks, or you are dissatisfied with our final response, you may refer the matter to the Financial Ombudsman Service. You must do so within six months of our final response. It is free and independent, and referring a complaint does not affect your legal rights.

Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR
financial-ombudsman.org.uk
0800 023 4567 or 0300 123 9123

Who can use the Ombudsman

The Financial Ombudsman Service can consider complaints from eligible complainants, which generally includes consumers, micro-enterprises, small businesses below the relevant thresholds, small charities and small trusts. If you are unsure whether you are eligible, the Ombudsman’s website explains the current tests, and its staff will tell you.

Regulatory position

Agile Risk Advisory Limited is an appointed representative of HISL Brokers Limited, which is authorised and regulated by the Financial Conduct Authority (firm reference 505452). Complaints about regulated activities may also be handled through that principal relationship; where that is the case we will tell you.