Complaints Procedure
At K&E Partners, we are committed to delivering good customer service and treating everyone fairly. We know that sometimes things go wrong. If that happens, we want to hear about it so we can put it right and improve our service.
We look into every complaint fairly and thoroughly.
How to complain
If you want to make a complaint, you can contact us in either of these ways.
In writing:
Complaints
K&E Partners
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Or by email: info@kandepartners.co.uk
Please tell us your name, how we can contact you, and what you are unhappy about. The more you can tell us, the faster we can look into it.
What happens next
Acknowledgement — We will confirm we have received your complaint within 5 working days. If you have not heard from us in that time, please get in touch so we can check it reached us.
Investigation — We will look into your complaint fairly, impartially and thoroughly.
Progress updates — If we cannot give you a full answer within 4 weeks, we will write to you explaining where our investigation has got to.
Final response — We aim to finish our investigation within 8 weeks. When it is done, we will write to you with our final response, explaining whether your complaint has been upheld and what we propose to do about it.
If you remain unsatisfied
If you are not happy with our final decision, you can ask for a senior member of our team to review your complaint again.
Please note: K&E Partners is a marketing company and is not authorised or regulated by the Financial Conduct Authority, so complaints about us cannot be referred to the Financial Ombudsman Service.
Complaints about advice or a product
We do not give financial advice and we do not arrange any equity release product. If your complaint is about the advice you received, or about a product you have taken out, please raise it with the adviser firm or the lender concerned. They are responsible for their own advice and products, and they will have their own complaints procedure.
If you are still unhappy after the adviser firm or lender has given you their final answer, you may be able to refer the complaint to the Financial Ombudsman Service, as they are authorised and regulated by the Financial Conduct Authority.
Contact us
If you have any questions about this procedure, email us at info@kandepartners.co.uk.
See also our Privacy Policy, Terms of Service and Cookie Policy.