Complaints policy

We take complaints very seriously. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us to understand where we need to improve. When things do go wrong, Certua’s priority is to try to provide a solution as quickly as possible.

You may provide us with details of your complaint by:

Please note that when sending emails, you should not include any personal, financial or banking details, as this method is not a secure way of supplying information.

We will often be able to resolve most issues straightaway. If it takes longer, we will contact you to let you know who will be dealing with your complaint and what the next steps are.

After looking into your complaint, we will respond as quickly as possible and keep in touch with you until your complaint has been resolved. If you disagree with our decision, feel we have misunderstood anything, or you have any extra information please let us know.

The Financial Ombudsman Service

If we have not issued our 'final response' within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service may only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.

The Financial Ombudsman Service Exchange Tower London E14 9SR

Phone: 0800 023 4567 or 0300 123 9123 Email: Website: