Complaints | Flying Start Solutions

We aim to resolve all complaints fairly, consistently, and promptly. If we have not met your expectations in any way, please tell us — it helps us improve and gives us the chance to put things right.

How to Make a Complaint

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

By Email

complaints@flyingstartsolutions.co.uk

By Post

Complaints Department
Flying Start Solutions
[Your Registered Address]
England

By Phone

0800 XXX XXXX (free from UK landlines and mobiles)
Mon–Fri 8am–8pm · Sat 9am–5pm

Please include in your complaint:

Your full name and contact details
A description of your complaint and when the issue occurred
Any reference number you have been given
What you would like us to do to resolve your complaint

What Happens Next

Step 1 — Acknowledgement (within 5 business days)

We will acknowledge receipt of your complaint in writing within 5 business days of receiving it. If we are able to resolve your complaint within this time, we will do so and let you know.

Step 2 — Investigation

A senior member of our team will investigate your complaint thoroughly and fairly. We may contact you to ask for further information or clarification during this process.

Step 3 — Final Response (within 8 weeks)

We will send you a written Final Response within 8 weeks of receiving your complaint. Our Final Response will:

Set out our findings
Explain our decision
Offer any appropriate remedy
Inform you of your right to refer your complaint to the Financial Ombudsman Service

If we are unable to provide a Final Response within 8 weeks, we will write to you explaining why and giving you an indication of when we expect to be able to respond. We will also remind you of your right to refer your complaint to the Financial Ombudsman Service at that stage.

If You Are Not Satisfied

If you are not satisfied with our Final Response, or if we have not sent you a Final Response within 8 weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge.

Financial Ombudsman Service

Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 (free) or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You must refer your complaint to the FOS within 6 months of receiving our Final Response.

The Financial Ombudsman Service is an independent body set up by Parliament to resolve disputes between financial services businesses and their customers. The FOS can investigate complaints about a wide range of financial services and products.

Complaints About Our Regulated Partners

If your complaint relates to advice or services provided by one of our regulated partner firms (rather than our referral service itself), we will pass your complaint to them and let you know we have done so. Their own complaints procedure will then apply.

All FCA-regulated firms are required to have a complaints procedure and to be members of an appropriate alternative dispute resolution scheme.

Our Commitment

We are committed to treating all complainants fairly and consistently. We will not treat you less favourably as a result of making a complaint. All complaints are logged and reviewed to help us identify recurring issues and improve our service.

Complaints Procedure