Complaints

We take complaints about our work, staff and levels of service very seriously at Sequence and welcome the opportunity to learn from our customers’ concerns.

If you feel you need to make a complaint, you can contact us in any of the below methods. If you do send a complaint by email, please be aware that there is no guarantee that any email sent will be received or that it will remain private during transmission over the internet. You should therefore avoid sending us any personal or confidential information by email.

By phone – you can contact a member of the team on 0345 643 2633. Any member of the team will be pleased to resolve your complaint as quickly as possible. Our phone lines are open Monday to Friday during business hours (excluding bank holidays).

By email – you can email us at frontdesk@sequencefm.co.uk or use the contact form provided.

By post – if you prefer to put your complaint in writing, write to us at 14 Brunel Court, Gadbrook Park, Rudheath Way, Northwich, CW9 7LP.

How long will it take?

When you have made your complaint, we will acknowledge that this has been received and that your complaint will be fully investigated. We will endeavour to do all we can to resolve any problems and to ensure that you receive a quick and fair response to any complaints you may have within 72 hours. However, should we need more time to investigate your complaint, we will send you an acknowledgment letter and keep you updated on our progress throughout our investigation, with the aim of sending you a final response within eight weeks.

Finalising your complaint

On the conclusion of the investigation, we will write to you stating:
Whether your complaint has been upheld or rejected and, if the complaint is upheld, details of any offer of compensation.
Should you feel unhappy with our decision, you may have the right to complain directly to the Financial Ombudsman Service, provided you do so within six months of receiving our response. We will therefore enclose their contact details together with a copy of the Financial Ombudsman Service consumer leaflet ‘Your Complaint and the Ombudsman’, for your reference.

The Financial Ombudsman will only investigate your complaint if you have already tried to resolve it with us first or if it is more than eight weeks since your complaint was initially raised with us. The Financial Ombudsman provides an independent service for settling disputes and you will not be charged for this service. You can contact the Financial Ombudsman as follows:

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
www.financial-ombudsman.org.uk
E-mail: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123

Important! Calls may be recorded for your protection and for training purposes. We will need to ask you questions to verify your identity before we can discuss your confidential information.