Complaints
How to make a complaint
We would rather hear it than not. Here is how to tell us, what we will do, and where to go if you are still unhappy.
Last updated
Telling us
You can complain by phone, by email to info@wesure.uk, or by post to We Sure Limited, 128 City Road, London, United Kingdom, EC1V 2NX. Please give us your name, how to reach you, what went wrong and what you would like us to do about it. You do not need to use the word complaint, and you do not need to put it in writing, although it helps us if you can.
What we will do
We will acknowledge your complaint promptly and tell you who is dealing with it. We will look into what happened, and we may come back to you with questions. Where we can put things right straight away, we will.
We will send you a final response as soon as we can and in any event within eight weeks of receiving your complaint. If we cannot finish within eight weeks, we will write to explain why, tell you when we expect to finish, and remind you of your right to go to the Financial Ombudsman Service.
If you are still unhappy
If you do not accept our final response, or eight weeks have passed without one, you can refer your complaint to the Financial Ombudsman Service. It is free, independent, and does not take sides. You need to contact them within six months of the date of our final response.
Financial Ombudsman ServiceExchange Tower, Harbour Exchange, London E14 9SR
www.financial-ombudsman.org.uk
0800 023 4567 or 0300 123 9123
Who oversees the process
WeSure is an appointed representative of Beneficial Ltd, which is authorised and regulated by the Financial Conduct Authority. Complaints about our regulated activities are handled under Beneficial Ltd's complaints procedure, which follows the rules the FCA sets for every regulated firm. Beneficial Ltd may contact you directly about your complaint.