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Complaints Procedure

Last Updated: December 2025

At Liz Wong MPA, I aim to provide you with the highest standard of service. However, if something goes wrong or you're unhappy with the service you've received, I want to hear from you and put things right.

Our Commitment to You

• We take all complaints seriously
• We will handle your complaint fairly, consistently, and promptly
• We will keep you informed throughout the process
• We will use complaints to improve our services

What is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about:

• The provision of, or failure to provide, a financial service
• The quality of service you received
• The handling of your case
• The advice or recommendations given

How to Make a Complaint

What to Include in Your Complaint

To help us investigate and resolve your complaint quickly, please provide:

• Your full name and contact details
• Details of your complaint (what happened, when, and who was involved)
• How the issue has affected you
• What you would like us to do to resolve it
• Copies of any relevant documents (applications, letters, emails)
• Your case or reference number (if you have one)

Our Complaints Process

If You're Not Satisfied

Financial Ombudsman Service

If you're not happy with our final response, or if we haven't provided a final response within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS).

Important Time Limits

You must refer your complaint to the FOS:

• Within 6 months of receiving our final response letter; or
• Within 6 years of the event complained about (or within 3 years of when you became aware you had reason to complain)

Note: The FOS is a free, independent service. Using the FOS does not affect your legal rights.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our obligations. This depends on the type of business and circumstances of the claim.

For more information about the FSCS:

• Website: www.fscs.org.uk
• Phone: 0800 678 1100 or 020 7741 4100

Compensation Limits

The FSCS provides different levels of protection depending on the type of financial product:

• Deposits: Protected up to £120,000 per person, per institution
• Investments: Protected up to £120,000
• Mortgage advice and arranging: Protected for 100% of the claim with no upper limit
• Insurance: Protected for 100% for compulsory insurance; 90% for non-compulsory insurance

Learning from Complaints

We view complaints as valuable feedback. When you raise a concern, it helps us:

• Identify areas for improvement
• Prevent similar issues occurring in future
• Enhance our service quality
• Better meet our clients' needs

Alternative Dispute Resolution

In addition to the Financial Ombudsman Service, there may be other dispute resolution schemes available. We will inform you of these in our final response letter if applicable.

Complaints We Cannot Handle

We can only handle complaints about services we have provided. We cannot investigate complaints about:

• Other financial advisers or firms
• Lenders' or insurers' decisions (you should contact them directly)
• General dissatisfaction with market conditions or product performance beyond our control

Confidentiality

All complaints are treated confidentially. Information will only be shared with those who need to know to investigate and resolve your complaint, and in accordance with our Privacy Policy.

No Detriment

Making a complaint will not affect your ongoing relationship with us or any future services. You have the right to complain without fear of detriment.

Questions?

If you have any questions about our complaints procedure, please contact:

Liz Wong MPA
Email: liz.wong@protectandlend.co.uk
Phone: 07561 155098