Complaints Policy

Complaints Policy

Should you feel you have not received adequate service from Altery and wish to make a complaint, please do so by clicking on the Complaints Form here.

Altery Complaints Process

 1. Provide as much information, to ensure we can sufficiently look into your complaint. 

2. Once the complaint form has been submitted, we will acknowledge your complaint within 3 working days. 

3. We will investigate and endeavour to send a final response to you within 15 working days of receiving the complaint. In the event we have not been successful in resolving the complaint within the 15 working days, we will provide an update outlining why. 

4. If more than 35 working days have passed and you have yet to receive a final response or you are unsatisfied with the response given, you may be eligible to refer your complaint to the Financial Ombudsman Service. 

Financial Ombudsman Service (FOS)

Contact details: 

Telephone: 0800 023 4567 

Email: [email protected] 


You must refer your complaint to the FOS within 6 months of receiving our final response.