Complaints Procedure
At PBSBrokers, we aim to provide a professional and reliable service to every customer. If you are unhappy with any aspect of our service, please tell us so that your concerns can be investigated and, where appropriate, put right.
Our commitment to you
We aim to handle complaints fairly, promptly and consistently, keep you informed and explain the outcome clearly. Complaints relating to regulated financial services are handled under the applicable complaints procedure.
Within three business days
Where we can resolve your complaint by the close of the third business day following receipt, we will send a Summary Resolution Communication confirming that we consider the complaint resolved and explaining your right to approach the Financial Ombudsman Service where eligible.
Within five business days
If your complaint cannot be resolved promptly, we aim to acknowledge it in writing within five business days and explain how it will be handled.
After four weeks
If your complaint remains unresolved after four weeks, we aim to send you a Final Response or an update explaining the progress of our investigation.
Within eight weeks
We will normally issue our Final Response within eight weeks of receiving your complaint. If we cannot do so, we will explain the delay and your right to refer the complaint to the Financial Ombudsman Service, where eligible.
Our response
Our Final Response will explain our understanding of your complaint, the findings of our investigation, our decision and reasons, and any proposed action or redress. It will also explain the next steps available to you.
Financial Ombudsman Service
If you remain dissatisfied after our Final Response, or if eight weeks have passed without a Final Response, you may be able to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for eligible complainants. You will normally need to refer the complaint within six months of the date of the Final Response; exceptions and other time limits may apply.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: financial-ombudsman.org.uk
How you can help us
Please explain what happened and when, provide relevant documents where available, tell us what outcome you would like, and respond to reasonable requests for information. We will consider your concerns carefully and explain our decision.
How to make a complaint
You can raise a complaint verbally or in writing using the PBSBrokers contact details on our website, or by post to:
Pioneer Business Strategies Ltd trading as PBSBrokers
6th Floor, FC200
2 Lakeside Drive
Park Royal
London NW10 7FQ
You do not need to contact Flexi Network directly to use the contact options listed on this page. We will ensure complaints are referred internally through the applicable process.
Regulatory information
Pioneer Business Strategies Ltd trading as PBSBrokers is an appointed representative of Flexi Network Ltd, which is authorised and regulated by the Financial Conduct Authority. Flexi Network Ltd FCA reference: 948658. PBSBrokers FCA reference: 1034688.