Complaints Procedure
We take complaints seriously
Release My Equity is committed to the highest standards of service. If something has gone wrong, we want to know. Making a complaint is free and we will never treat you less favourably as a result.
1. How to make a complaint
| Method | Details |
|---|---|
| In writing — post | The Complaints Manager, Release My Equity, 231 Elliott Street, Tyldesley, Manchester, M29 8DG |
| By email | info@releasemyequity.uk — please mark your email “COMPLAINT” |
| By telephone | 08085 010 222 (Monday to Friday, 9am–5.30pm) |
When making a complaint, please include your name and contact details, your case reference if known, the nature of your complaint and dates concerned, and what outcome you are seeking.
Complaining on behalf of someone else
If you are making a complaint on behalf of another person — for example a family member who lacks capacity — please let us know. We may request evidence of your authority (such as a Power of Attorney). We will adapt our process to support those acting in another’s interests.
2. How we handle your complaint
Acknowledgement: We will acknowledge your complaint within 5 business days of receipt, confirming receipt and naming the person handling it.
Investigation: Your complaint will be investigated fairly and impartially by a suitably qualified individual who was not directly involved. We will review all relevant information including call recordings, written communications, and your case file.
Summary resolution (within 3 business days): If we resolve your complaint to your satisfaction within 3 business days, we will issue a Summary Resolution Communication confirming the resolution and your right to refer to the FOS within 6 months.
Final response (within 8 weeks): If unresolved after 3 business days, we will issue a Final Response Letter within 8 weeks setting out our findings, decision, any remedial action, and your right to refer to the FOS.
If we cannot respond within 8 weeks
We will write to explain the delay. At that point you may refer your complaint to the Financial Ombudsman Service even without our Final Response.
3. The Financial Ombudsman Service
If you are not satisfied with our Final Response, or 8 weeks have passed without one, you have the right to refer your complaint to the FOS — a free, independent dispute resolution service.
| Contact method | Details |
|---|---|
| Post | Financial Ombudsman Service, Exchange Tower, London, E14 9SR |
| Website | financial-ombudsman.org.uk |
| Free phone | 0800 023 4567 |
| Time limit | Within 6 months of our Final Response. If no Final Response after 8 weeks, you may refer at any time. |
4. Financial Services Compensation Scheme
Release My Equity is covered by the FSCS. If we cannot meet claims against us, the FSCS may pay compensation of up to £85,000 per eligible claimant for claims arising from our regulated advice services.
| FSCS detail | Information |
|---|---|
| Website | fscs.org.uk |
| Helpline | 0800 678 1100 (free) |
FOS and FSCS are different services
The FOS resolves disputes about the quality of our advice. The FSCS compensates you if we cannot pay. You may be entitled to use both services — for example, if you win a FOS complaint but we cannot pay the award, you may then claim from the FSCS.
Questions about this policy?
Contact Us