1. Our commitment
We always aim to provide a first-class service, but we know that occasionally things can go wrong. If you are unhappy with any aspect of our service, please tell us — we take all complaints seriously and will do everything we can to put things right.
Wisely is a trading style of Wisely Financial Services Ltd, an appointed representative of Pivotal Financial Limited. As our principal firm, Pivotal is responsible for handling complaints about our services. Your complaint should therefore be directed to Pivotal, who will investigate it and respond to you. You are welcome to raise your concern with us first and we will pass it to Pivotal, or you can contact Pivotal directly using the details below.
2. How to make a complaint
Complaints are handled by our principal firm, Pivotal Financial Limited. Please direct your complaint to Pivotal, in whichever way is easiest for you:
3. What happens next
Pivotal will acknowledge your complaint promptly and let you know who is handling it. They will investigate fully and aim to resolve matters as quickly as possible. In line with FCA rules, Pivotal will send you their final response within eight weeks of receiving your complaint, and sooner wherever they can.
4. If you are still not satisfied
If Pivotal cannot resolve your complaint to your satisfaction, or if eight weeks pass without a final response, you may be able to refer it to the Financial Ombudsman Service. This is a free, independent service for settling disputes between financial businesses and their customers.
5. Data protection complaints
If your complaint relates to how we handle your personal information and you are not satisfied with our response, you also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
6. Contact us
To raise a complaint, please contact our principal firm, Pivotal Financial Limited, at complaints@pivotal.co.uk or on 0344 346 3672. If you have any questions about the process, you can also contact us at Wisely on info@getwisely.co.uk or 023 8268 1111.